Head of B2B Support and Operations

About the Position

Head of B2B Support and Operations

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.

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.

Requirements

• 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.

We Offer

• 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

Locations

• Tbilisi, GE
• Gzira, MLT
• Warsaw, PL

About the Company

SOFTSWISS recruitment communication is conducted only through official company channels. We never ask candidates to make payments, purchase equipment, share financial details, or transfer money as part of the hiring process. If you receive a suspicious message using the SOFTSWISS name, please verify it via [email protected]

For any questions, contact:

Katarzyna Kaminska

Talent Acquisition Specialist

[email protected]

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