"ILARIA" is a consulting company offering a full range of HR solutions and digitalization of HR processes through a system developed in-house. At ILARIA, a team of HR experts provides services essential for your organization’s success: HR outsourcing and recruitment, software solutions, and market research.

The Company "ILARIA" is seeking a "Support Lead" for a partner company operating in the iGaming industry.

Position: "Support Lead"

Work format: On-site / Hybrid

Location: Tbilisi, Ninoshvili Street

Working hours: Full-time

Salary: 3000$ Net

Number of openings: 1

We're looking for a Support Lead to build and run the player-facing support function for our new B2C iGaming brand in Africa. You will manage a small team of support agents, own the full player communication layer, and serve as the operational link between support, payments, and fraud/risk — making sure every player issue gets resolved fast and every systemic problem gets escalated correctly

Key Responsibilities:

• Lead and develop a small team of support agents: hiring, onboarding, scheduling, quality scoring, and day-to-day performance management.

• Own all player-facing communication channels: live chat, WhatsApp, email, and phone - ensuring SLA targets are met across all shifts.

• Resolve escalated player issues end-to-end, including disputed transactions, failed deposits/withdrawals, and bonus disputes.

• Work closely with the Payments team to investigate and resolve stuck transactions, PSP errors, and mobile money (M-Pesa, MTN MoMo, Airtel Money) issues.

• Collaborate with the Fraud/Risk team to flag suspicious player behavior, coordinate account reviews, and action KYC/AML escalations.

• Build and maintain internal support playbooks: response templates, escalation paths, decision trees for common iGaming support scenarios.

• Track and report on support KPIs: CSAT, FRT, AHT, escalation rate, resolution rate - and present findings in weekly ops syncs.

• Identify recurring player pain points and translate them into actionable product feedback for the PM and tech teams.

Requirements:

• 3+ years in a customer support role within iGaming / online gambling - casino, sports betting, or both. Non-negotiable.

• 1+ year of team lead or supervisory experience: you have hired, coached, and performance-managed support agents.

• Deep operational knowledge of how iGaming support works: chargeback disputes, bonus wagering complaints, withdrawal delays, responsible gambling interventions.

• Solid understanding of payment flows: deposit/withdrawal lifecycles, PSP error codes, mobile money operators (M-Pesa, MTN MoMo, Airtel Money), reconciliation basics.

• Working knowledge of anti-fraud and AML basics: recognizing suspicious patterns, knowing when to escalate, understanding KYC documentation requirements.

• Exceptional soft skills: you de-escalate high-emotion situations calmly, communicate clearly across cultures, and build trust with both players and internal teams.

• Data-driven mindset: you track what matters, spot trends early, and turn support data into operational improvements.

• Fluent English; additional African languages (Swahili, French) are a strong plus

If you are interested, please send your CV to: vacancy@ilaria.ge. Please make sure to indicate the job title - “Support Lead”.

Kindly note that only shortlisted candidates will be contacted for an interview.

We wish you luck!