Head of B2B Support and Operations

About the role

SOFTSWISS is looking for a Head of B2B Support & Operations to lead the Support, Setup, Game Release, and Game Providers Support functions for its Game Aggregator platform. You will drive operational excellence, ensure scalable processes, and deliver a strong customer experience as the business grows.

Key responsibilities

• Own operational performance across Support, Setup, Game Release, and Game Providers Support, meeting service level agreements and business priorities.
• Identify and implement process simplifications, automation, and AI solutions that generate measurable value.
• Continuously improve customer‑facing processes to balance client experience with team efficiency.
• Coach and develop Team Leads, address leadership gaps, and support succession planning.
• Collaborate with Account Management, Business Development, Partnerships, Product, and Technical teams to align operations with strategy.
• Provide executive‑level reporting, analyse trends and risks, and recommend improvements.

Required profile

• Advanced proficiency in Russian and English.
• 5+ years of experience in Operations, Customer Success, Technical Support, Business Operations, or a related B2B environment.
• 3+ years managing multiple Team Leads or operational departments.
• Proven track record of leading and scaling cross‑functional operational teams in fast‑growing settings.
• Strong history of process optimisation, operational scaling, and service performance improvement.
• Hands‑on experience introducing automation and AI‑driven enhancements.

Required skills