Customer Support Team Lead
Job Summary
Leading the Customer Support function in a fast-growing iGaming environment, the full-time Customer Support Team Lead will develop a high-performing VIP team, define key performance metrics, and ensure service quality across customer interactions.
Key responsibilities
- Scale and manage the VIP Customer Support team to align with company growth and operational goals
- Define and drive key performance metrics, including CSAT, FRT, SLA, and productivity
- Analyze operational and customer data to implement actionable improvements and enhance the customer experience
Required qualifications
- 5+ years of experience in Customer Support or similar customer-facing roles
- 1+ year of experience in a Team Lead or similar leadership position
- Strong analytical skills with experience using customer support performance metrics
- Experience collaborating with Product, Operations, CRM, or Account Management/VIP teams
- Upper-Intermediate English level (written and spoken) for communication within an international team
Complete Job Description
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