Back Role Overview:
Our partner is looking for a Customer Support Team Lead who knows how to build, motivate, and develop a high-performing customer support team.If you're passionate about customer experience, enjoy leading people, and know how to turn challenges into solutions, we'd love to meet you.
Key Responsibilities:
- Lead and support the daily operations of the Customer Support team;
- Coach, mentor, and develop team members;
- Monitor key performance indicators, including response time, resolution time, CSAT, and service quality;
- Optimize support processes and workflows;
- Handle escalated customer issues and complex cases;
- Collaborate with other departments to improve customer experience;
- Support recruitment, onboarding, and training of new team members;
- Ensure high service standards across all customer communication channels.
Required Skills & Experience:
- Previous experience in a Customer Support leadership role;
- Strong people management and communication skills;
- Experience working with customer support platforms and CRM systems;
- Analytical and problem-solving mindset;
- Ability to manage priorities in a fast-paced environment;
- Experience in iGaming, sports betting, fintech, or another digital industry is a strong advantage;
- Good command of English.
The company guarantees you the following benefits:
- Competitive salary;
- Opportunity to shape the marketing strategy of a fast-growing sportsbook & casino operator;
- Dynamic, friendly and innovative work environment;
- Career growth and professional development opportunities;
- Hybrid work model with flexibility.
Interview process:
- A 30-minute interview with a Recruiter to get to know you and your experience;
- A final 2-hour interview with 4 team members to gauge your fit with company culture and working style.
