Head of Support

Plaee is an innovative technology provider offering a unique combination of a back-office platform with advanced engagement, loyalty, and account management, together with a trading platform for regulated Prediction Markets in the U.S. (CFTC) and DeFi infrastructure where available. Plaee also delivers iGaming capabilities focused on high engagement Social and Sweepstakes gaming experiences.

About the Role

We are seeking an exceptional Head of Support, a strong operational leader with high ownership, sharp judgment, and the ability to build and lead a world-class customer support function across complex B2B environments.

Responsibilities

• Expand Plaee’s organizational capabilities by building a professional, efficient, and scalable customer support function.

• Lead the end-to-end support process, from ticket intake and prioritization through investigation, resolution, communication, escalation, and post-incident follow-up.

• Work directly with operators, partners, and internal teams to resolve issues across Plaee platforms, including integrations, workflows, reporting, user journeys, and operational processes.

• Revenue ownership: own end-to-end revenue outcomes and deliver against aggressive monthly and annual targets.

• Manage high-priority customer issues involving senior stakeholders, including founders, C level, product teams, compliance teams, risk teams, and technical teams.

• Build repeatable support processes, including ticket management, SLA tracking, escalation paths, knowledge base documentation, customer communication templates, and KPI reporting.

• Partner closely with Product, Engineering, Customer Success, Operations, and Commercial teams to ensure customer issues are understood, prioritized, and translated into product improvements.

• Own support quality, response times, resolution times, customer satisfaction, and overall service standards across the customer base.

• Define and enforce support severity levels, incident communication protocols, escalation procedures, and post-mortem processes.

• Hire, train, manage, and scale a high-performing support team capable of handling both day-to-day customer requests and complex technical escalations.

Qualifications

• Technical foundation: Significant experience supporting technical products. You must be able to understand integrations, APIs, workflows, platform capabilities, system behavior, and technical dependencies.

• Proven B2B support experience: 6+ years of experience in B2B SaaS support leadership, preferably in complex environments.

• Customer-facing leadership: Strong ability to communicate clearly and professionally with operators, executives, technical teams, and commercial stakeholders.

• Incident management experience: Experience managing critical customer issues, production incidents, escalations, SLA commitments, and post-incident communication.

• Operational builder mindset: Experience creating support processes, ticketing workflows, knowledge bases, escalation playbooks, dashboards, and internal operating procedures from scratch.

• Experience with support tools, CRM systems, ticketing platforms, knowledge base systems, and SLA management tools.

Required Skills

• Technical foundation

• Proven B2B support experience

• Customer-facing leadership

• Incident management experience

• Operational builder mindset

• Experience with support tools

Nice to Have

• Financial product familiarity: understanding of how exchanges operate and how trading products work, experience in trading-related environments, is a major advantage.

• iGaming fluency: strong understanding of the operator side, and key operational flows.

• Experience working with large B2C operators.