Customer Support Lead

This is a fully remote position, open to applicants in Poland.

📋 Description

• Lead and enhance the Customer Support function within a rapidly expanding iGaming environment.

• Build a high-performing VIP Customer Support team that aligns with the company's growth and operational objectives.

• Establish and drive essential performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR, and productivity.

• Ensure exceptional communication and service quality throughout all customer interactions.

• Develop processes, workflows, and escalation protocols for streamlined and scalable Support operations.

• Analyze operational and customer data to derive insights that lead to actionable improvements.

• Collaborate closely with QA and Training teams to enhance agent performance, knowledge, and communication standards.

• Spot opportunities for automation, self-service, and process optimization to boost efficiency and enhance player experience.

• Identify recurring customer pain points and collaborate with Product and Operations teams to resolve them.

• Work in partnership with CRM and Account Management/VIP teams.

⛳️ Requirements

• Over 5 years of experience in Customer Support or related customer-facing roles.

• More than 1 year of experience in a Team Lead, Team Manager, or equivalent leadership role.

• A strong analytical mindset with the ability to leverage operational and customer data for driving improvements.

• Familiarity with customer support performance metrics such as CSAT, FRT, SLA, Quality, AHT, FCR, and productivity.

• Experience working alongside Product, Operations, CRM, or Account Management/VIP teams is a plus.

• Background in iGaming, with knowledge of the player journey and industry-specific customer needs is an advantage.

• Upper-Intermediate English proficiency (both written and spoken) for effective communication within an international team.

• Excellent communication abilities.

• A leadership and people-management approach.

• A customer-oriented mindset.

• Strong analytical and problem-solving skills.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• A dynamic and inclusive work environment.

• Access to the latest industry tools and technologies.

• Comprehensive health and wellness programs.