Head of B2B Support and Operations

Job description

Overview: SOFTSWISS is hiring a Head of B2B Support & Operations to join our Game Aggregator team. You’ll lead the Support, Setup, Game Release, and Game Providers Support functions, ensuring our operations scale effectively alongside the product and our clients. Your focus will be on operational excellence, strong leadership, customer-centric processes, and continuous improvement About Product: Game Aggregator: The SOFTSWISS Game Aggregator is a high-load casino games API platform that connects operator platforms to multiple remote game servers via a single integration. Behind the product is a team of engineers, DevOps specialists, integration experts, account managers, and partnership professionals who ensure reliable, secure, and scalable operations for operators worldwide. You'll solve complex technical challenges and help power one of the industry's leading aggregation platforms. Purpose of the role: You’ll shape and evolve B2B operations to support the continued growth of the SOFTSWISS Game Aggregator. You’ll improve operational performance and scalability through process optimisation, automation, and AI adoption while ensuring teams deliver a consistently strong customer experience. You’ll also develop high-performing Team Leads, strengthen ownership and accountability across the organisation, and turn business and product priorities into clear operational execution. Key responsibilities: Own operational performance across Support, Setup, Game Release, and Game Providers Support, ensuring teams deliver against agreed service levels and business priorities Drive operational excellence by identifying opportunities to simplify processes, improve scalability, and introduce automation and AI where they create measurable value Build customer-centric operations by continuously improving customer-facing processes and balancing a strong client experience with sustainable team efficiency Develop strong operational leaders by coaching Team Leads, identifying leadership gaps, supporting succession planning, and strengthening ownership and accountability Align operations with business strategy by partnering closely with Account Management, Business Development, Partnerships, Product, and Technical teams Turn operational data into action by providing executive-level reporting, identifying trends and risks, and recommending improvements that support business and product goals Required Experience: Advanced Russian and English language knowledge 5+ years of experience in Operations, Customer Success, Technical Support, Business Operations, or a related B2B environment 3+ years of experience managing multiple Team Leads, operational functions, or departments. Proven experience leading and scaling cross-functional operational teams in a fast-growing environment Strong track record of process optimisation, operational scaling, and improving service performance Hands-on experience introducing automation and AI-driven improvements into operational processes Strong people leadership, coaching, stakeholder management, and executive communication skills, with the ability to translate business strategy into operational priorities and execution Our Benefits: Private health insurance Sports benefits Comprehensive Mental Health Program Free English lessons (online) Local language courses Paid time off Maternity leave support Referral program rewards Upskilling, internal workshops, and participation in professional conferences and corporate events