Player Support Team Lead

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

📋 Description

• Oversee a group of Player Support Specialists by guiding them through onboarding, training, and operational preparedness.

• Foster a positive, supportive, and accountable team culture.

• Conduct regular one-on-one meetings, coaching sessions, and performance evaluations.

• Track operational performance against established service, quality, productivity, and compliance standards.

• Assist with onboarding, nesting, and role readiness initiatives for new employees.

• Collaborate closely with Quality, Training, and Operations to pinpoint coaching opportunities and enhance performance.

• Raise concerns regarding operational risks, staffing issues, and player-impacting matters as necessary.

• Encourage knowledge sharing, teamwork, and ongoing improvement within the team.

• Aid in operational readiness efforts prior to launch and stabilization after going live.

⛳️ Requirements

• Proven experience leading teams in Player Support, Customer Support, Trust and Safety, or Customer Experience.

• Strong skills in coaching and people leadership.

• Experience in managing operational performance through quality, productivity, and service metrics.

• Capability to balance operational priorities while facilitating individual growth.

• Exceptional communication and stakeholder management abilities.

• Confidence in a fast-paced operational setting.

• Enthusiasm for developing individuals and building high-performing teams.

🏝️ Benefits

• Comprehensive health coverage.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Collaborative and innovative work environment.