Customer Support Team Leader

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

📋 Description

• Lead, inspire, and manage a team of Customer Support Representatives, ensuring that service levels, quality standards, and performance goals are consistently achieved.

• Hold regular team meetings and individual sessions to provide feedback, coaching, and continuous professional development.

• Conduct quality assurance evaluations on player interactions and offer constructive feedback to enhance service quality and agent performance.

• Supervise daily customer support operations, ensuring that player inquiries via email and chat are addressed accurately, efficiently, and within established service levels.

• Manage escalated player cases, intricate issues, and service failures, ensuring timely resolutions while maintaining high customer satisfaction standards.

• Monitor and analyze player feedback to identify recurring issues, trends, and opportunities for service and process enhancement.

• Track, monitor, and manage essential team performance indicators (KPIs), fostering accountability and ongoing optimization.

• Prepare regular performance reports for the Head of Department, outlining achievements, performance gaps, KPI progress, and suggested action plans.

• Collaborate closely with the Head of Department to execute improvement initiatives that boost team performance, efficiency, and service delivery.

• Assist in the recruitment process by participating in interviews and evaluating candidates’ skills, experience, and cultural fit.

• Facilitate onboarding for new team members, ensuring they receive comprehensive training on product knowledge, customer service standards, internal processes, and company policies.

• Provide training for new starters and identify ongoing learning and development needs within the team.

• Conduct annual performance reviews and collaborate with team members to establish individual goals that promote growth and continual improvement.

• Work together with internal departments to improve first-contact resolution and deliver a seamless player experience.

• Share customer insights, player feedback, and recurring issues with relevant stakeholders to assist in product enhancements and business decisions.

• Maintain and update the Confluence knowledge base with accurate, approved processes and support documentation.

• Assist the broader business with additional ad-hoc tasks and projects as necessary.

⛳️ Requirements

• Prior experience in a Customer Support Team Leader, Supervisor, or a similar leadership role within the iGaming sector.

• Strong understanding of iGaming customer support operations, including player expectations, service standards, and the fast-paced nature of the industry.

• Demonstrated ability to lead, motivate, and develop customer support teams to meet performance and quality targets.

• Experience in managing escalations, service recovery, and complex player cases in a professional and customer-centric manner.

• Comprehensive understanding of KPI management, quality assurance, performance monitoring, and continuous improvement.

• Exceptional communication, coaching, and stakeholder management abilities.

• Highly organized, proactive, and capable of managing multiple priorities in a dynamic environment.

• Experience in onboarding, training, and talent development is highly desirable.

• Familiarity with customer support platforms, reporting tools, and knowledge base management systems is an advantage.

• Experience in online casino, sportsbook, or other iGaming sectors.

• Knowledge of customer support best practices within a regulated gaming environment.

• Experience collaborating cross-functionally with Payments, Risk, CRM, Product, or Compliance teams.

• Understanding of responsible gaming principles and customer communication standards within the iGaming industry.

🏝️ Benefits

• Opportunities for professional development.