Customer Support Team Lead (iGaming experience)

We are looking for a Support Team Lead to oversee and develop our Customer Support team across TIER1 markets. This role combines people management, quality assurance, operational excellence, and performance analytics.
The ideal candidate has previous experience in the iGaming industry, strong leadership skills, and a data-driven mindset. You will be responsible for ensuring exceptional customer support quality, coaching team members, monitoring KPIs, and driving continuous process improvements.

Key Responsibilities:
Lead, mentor, and support a team of Customer Support Agents
Monitor team performance and ensure achievement of operational KPIs
Conduct regular quality assurance reviews and provide structured feedback
Analyze support metrics and identify trends, risks, and improvement opportunities
Handle escalated customer cases and complex operational issues
Participate in hiring, onboarding, and training new team members
Develop and maintain support processes, guidelines, and best practices
Collaborate with Product, Payments, CRM, VIP, and Technical teams to resolve customer-facing issues
Prepare reports on team performance, customer satisfaction, and operational efficiency
Drive continuous improvements in customer experience and internal workflows

Requirements:
2+ years of leadership experience within Customer Support
Previous iGaming experience is mandatory
Upper-intermediate English level or higher
Strong analytical and problem-solving skills
Experience working with support KPIs, SLA management, and quality assurance processes
Experience onboarding, coaching, and developing support agents
Ability to manage escalations and independently resolve operational issues
Strong communication and stakeholder management skills
Experience working with customer support platforms preferably Intercom OR/AND other.

Nice to Have:
Experience supporting TIER1 markets
Experience with reporting tools and dashboards
Knowledge of payment flows and responsible gaming procedures
Experience building support documentation and knowledge bases

Personal Qualities:
Proactive and ownership-driven mindset
Strong leadership and coaching skills
Attention to detail
Data-driven decision-making approach
Excellent organizational skills
Ability to stay calm under pressure
Strong sense of accountability
Positive and solution-oriented attitude