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.

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

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