Head of Customer Support & Risk Control

iHunters is seeking a CS Support & Risk Control Lead on behalf of a fast-growing iGaming operator that recently launched its Brazilian operations and is already fully licensed in the market. Our client is building its local team from the ground up and needs a hands-on operational leader to oversee both Customer Support and Risk Control functions. If you thrive in high-volume environments, know how to balance user experience with fraud prevention, and are ready to help shape operations in one of the most exciting iGaming markets in the world — this role is for you.

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What You'll Do:

Customer Support Operations

• Lead and manage the CS team to ensure excellent user experience and timely issue resolution
• Monitor daily performance metrics including response time, resolution time, user satisfaction, and service quality
• Handle complex escalations related to payments, bonuses, account issues, verification, and platform concerns
• Create and continuously optimize SOPs, workflows, and operational guidelines for CS processes
• Conduct regular coaching, training, and performance management for CS agents
• Ensure 24/7 operational coverage and proper staffing allocation when required

Risk Control Operations

• Lead and supervise Risk Control agents responsible for monitoring suspicious activities and operational risks
• Monitor and investigate fraudulent activities, bonus abuse, multi-accounting, abnormal betting patterns, payment risks, chargeback-related risks, and KYC verification irregularities
• Coordinate with Compliance, Payments, and Operations teams on suspicious cases and risk escalations
• Ensure proper documentation and reporting of high-risk cases and operational incidents
• Continuously improve internal risk monitoring processes and preventive controls

Team & Operational Management

• Manage team KPIs, productivity, and operational discipline
• Prepare operational reports and performance summaries for management review
• Drive continuous improvement initiatives to enhance efficiency and reduce operational risk
• Work cross-functionally with Product, CRM, Payments, Compliance, and Tech teams to improve customer journeys and operational stability
• Support the setup and scaling of customer operations for the Brazilian market

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What We're Looking For:

• 5+ years of experience in Customer Support, Risk Control, Operations, or related functions
• Minimum 2 years of team leadership or supervisory experience
• Proven track record managing CS operations, escalation handling, fraud and risk monitoring, user account investigations, team performance, and SOP optimization
• Experience in high-volume operational environments
• Strong analytical and problem-solving skills
• Strong stakeholder management and communication skills
• Ability to work independently in a fast-paced, startup-like environment
• Professional English communication skills — required for collaboration with the global team
• Strong understanding of operational discipline and service quality management
• Advanced English

Nice to Have:

• Experience in iGaming, sportsbook, casino, fintech, e-commerce, or internet platform industries
• Familiarity with KYC/AML processes, payment risk monitoring, CRM or ticketing systems, fraud prevention tools, and VIP escalation handling
• Experience building or scaling operational teams from scratch