Head of Customer Support

The Role

Do you know how to turn a high-volume B2B support operation into a competitive advantage?

As we accelerate our expansion from Asia into Europe, we're looking for a Head of Customer Support who can lead our L1 team and own the support framework that connects every tier of our operation. This role is for someone who is equally comfortable managing people, configuring systems, and designing the processes that make a global support function run like clockwork — 24/7.

Responsibilities

• Directly lead, coach and develop the L1 Customer Support team, owning scheduling and coverage to ensure 24/7 support capability across our global operator network

• Design and own the end-to-end ITSM framework — escalation paths, SLA structures, and handoff standards — that govern how tickets flow from L1 through L2 Technical Support and L3 Engineering

• Configure and continuously improve Jira Service Management as the single system of record: workflows, SLA timers, automation rules, and performance dashboards

• Define the KPIs that matter (TTFR, MTTR, SLA adherence, escalation rate) and deliver clear, actionable reporting to senior leadership

• Build a Knowledge Base from the ground up — enabling operator self-service and equipping L1 agents to resolve faster and more consistently

• Manage complex operator escalations with diplomacy, precision, and speed

• Partner with L2 and L3 line managers and work cross-functionally with Product and Engineering to drive root-cause resolution and a seamless B2B partner experience

Requirements

• 6–8 years of experience in B2B Customer or Partner Support, with at least 2–3 years as a Team Lead or Head

• Proven track record of designing and implementing ITSM processes in a technical, fast-moving environment — ITIL v4 Foundation certification is a strong plus

• Hands-on Jira Service Management experience: workflow configuration, SLA setup, automation, and reporting

• Experience managing 24/7 support coverage and cross-tier escalation frameworks

• Strong analytical skills — able to build KPI frameworks from scratch and translate data into business decisions

• Experience in the iGaming sector; familiarity with operator relationships, game integrations, or wallet/payment flows is a strong advantage

• A natural influencer who can align teams and stakeholders beyond their direct authority

• Excellent English communication skills (written and verbal)

What do we offer?

• Location: Málaga, Spain (On-site)

• Type: Full-time

• 23 vacation days

• Private health insurance

• Certification support, training and development

• Real ownership and visibility in a growing international company — this is a role where your fingerprints will be on everything

About QTech Games

QTech Games has solidified its position as the leading game distributor for emerging markets. With a portfolio exceeding 9,000 games from top-tier providers, we are committed to integrating the best online casino games and distributing them to operators worldwide. Our mission is to ensure quality, simplicity, and professionalism in every aspect of our operations. As we expand from Asia into Europe, we're excited to announce the opening of our new development hub in Málaga, Spain. This strategic move underscores our dedication to innovation and delivering high-traffic systems that redefine the gaming experience.

At QTech Games, we pride ourselves on being:

• A One-Stop Shop: Our unique all-inclusive license fee model, unified game launcher, and wallet integration API enable clients to easily connect to and access our diverse game portfolio.

• Tastemakers: With a combined 50 years of experience, our senior management team has established QTech Games as an indispensable industry leader in game discovery.

• Networked: We leverage a global, ever-expanding network of reputable suppliers, distributors, and providers.

• Supportive: Our meticulously structured organisation boasts a multi-lingual team, always ready to go above and beyond.

• Forward-Thinking: Our mobile-first approach, advanced search capabilities, AI-powered recommendation engine, and intuitive dashboard provide players with a familiar platform for discovering new games.

We operate under trusted international certifications, ensuring fairness, transparency, and security. Our strict compliance builds trust and upholds our reputation as a reliable partner in online gaming.