Director of Customer Service

We are seeking an experienced and hands-on leader to build and scale our Customer Support and Player Verification operations. In this role, you will be responsible for launching the end-to-end player support function, managing KYC execution, and establishing a robust Responsible Social Gaming (RSG) program. You’ll define policies and processes, select tools, hire and train teams, and collaborate closely with compliance and product stakeholders to ensure a safe, seamless, and player-first experience.

Build our Customer Support Function

• Define and implement player support policies, SOPs, and workflows.
• Set internal SLAs and manage customer satisfaction standards.
• Select and manage support platforms (e.g., live chat, ticketing tools).
• Hire, train, and scale an internal or external support team.

Own Execution of KYC and Player Verification

• Design and oversee the day-to-day KYC process, including .
• Work with vendors to integrate KYC tools and resolve document review issues.
• Escalate and resolve complex verification cases in collaboration with compliance/fraud.
• Draft and operationalize RSG policies, including self-exclusion and player protection limits.
• Train CS teams to identify and manage responsible gaming flags.
• Coordinate RSG requests with compliance and product stakeholders.

Monitor and Optimize Operations

• Track and report on KPIs like ticket volume, resolution time, and player sentiment.
• Identify trends, gaps, and areas for continuous improvement.
• Own vendor relationships related to customer service and verification.

• 7+ years of experience in customer service or operations, ideally in igaming, fintech, or other regulated consumer platforms.
• Strong familiarity with KYC and RSG processes.
• Experience building CS teams or launching CS operations from scratch.
• Excellent communication and people management skills.
• Self-motivated team player with the ability to work in a customer oriented, very fast-paced, and demanding environment.
• Startup mindset — willingness to build, do, and iterate.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. Team members may be requested to perform other job-related tasks and responsibilities other than those stated above.

Blitzoo, creator of Show Me Vegas Slots and Lobstermania Slots, is a Minnesota based company providing entertaining video games that are played by millions on mobile and desktop platforms around the world. Our Company Beliefs consist of four principles:

THINK BIG – Think outside the box; strive to be successful.

BE FRANK – Be open and sincere in your dealings with others; be forthright.

FIGHT HARD – Believe in your ideas; speak up for your convictions.

After the call, MOVE AS A TEAM!

Blitzoo offers competitive salaries and remote work as well as a full range of comprehensive benefits including a bonus plan, medical, dental, life and long-term disability insurance, and a matching 401k.

Blitzoo embraces diversity and inclusion as an equal opportunity employer. We pride ourselves on creating an environment that is built on integrity, openness, involvement, fairness, respect and courtesy.

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Recruiters, please don't contact Blitzoo.
Applicants, no phone calls or direct messages about this job please!
Please do not contact Blitzoo about other services, products or commercial interests.

Equal Opportunity Employer, including disabled and veterans.