Head of Product - Customer Service Platform

We are one of the leading online casino and iGaming platform providers, powering multiple brands across global markets. Our technology stack supports millions of player interactions, transactions, and customer support engagements every month. We’re now embarking on an ambitious initiative: to design and build a dedicated Customer Service Platform tailored for iGaming — a next-generation help desk and support solution that will initially serve our internal teams and then evolve into a commercial SaaS product for the wider gaming industry. This is a unique opportunity to shape an entire product category, using our scale and data to test and refine a system that no other vendor currently offers.

We’re looking for a Head of Product with deep experience in customer service, help desk, or CRM software (Zendesk, Salesforce, Freshdesk, Intercom, etc.) who is ready to take on a greenfield challenge: building the first iGaming-native Customer Service platform from the ground up. You will work closely with internal support operations, CRM, and compliance teams to define requirements, then lead the product strategy, design, and roadmap for a scalable SaaS solution that integrates directly with gaming systems (platform, CRM, payment gateways, and regulatory modules).

Why This Role Is Unique
Build the future of iGaming support. You’ll design the first fully integrated help desk platform tailored to online casinos and sportsbooks — something the market lacks. Real-world testbed. Our own large-scale operations provide an immediate “live lab” to test and validate features with real agents and millions of players. Influence and autonomy. You’ll have end-to-end ownership, from concept to launch, backed by strong executive support and a modern engineering organization. High-impact, high-visibility role. Your product will touch every aspect of our player experience and later set a new industry benchmark.

✅ Responsibilities:
✔Define and own the product vision and roadmap for a modern, data-driven customer service platform purpose-built for iGaming.
✔Work with internal stakeholders (Support, CRM, Risk, Payments, Compliance) to map current pain points and translate them into product features.
✔Design core product workflows: ticketing, live chat, player profile integration, routing, automation, reporting, and compliance dashboards.
✔Collaborate with engineering, UX, and data teams to deliver high-quality features iteratively.
✔Ensure seamless integration with existing systems — platform, CRM, payment systems, game providers, and risk tools.
✔Develop and validate KPIs such as response time, resolution rate, player satisfaction, and automation coverage.
✔Benchmark the product against industry leaders (Zendesk, Freshdesk, Salesforce, Intercom) and innovate beyond their generic capabilities.
✔Act as the voice of the customer — both our internal support teams and future external operators.

✅ Requirements:
✔ 7+ years’ experience as a Senior Product Manager in Customer Service / Help Desk/ CRM SaaS products.
✔Proven background in ticketing systems, automation workflows, chat/messaging, or related customer experience technologies.
✔Strong understanding of service operations and agent workflows.
✔Ability to translate complex operational processes into elegant product designs.
✔Experience integrating data-rich systems (CRM, payments, analytics, compliance).
✔Familiarity with B2B SaaS product lifecycle and go-to-market strategies.
✔Excellent communication and stakeholder management skills — comfortable collaborating with tech, operations, and executive teams.
✔(Bonus) Experience in regulated industries such as fintech, banking, or gaming.
✔(Bonus) Exposure to multilingual or multi-market platforms.