Customer Support Lead

Role overview A Customer Support Lead position within a fast-growing iGaming environment, responsible for scaling the VIP customer support function and aligning it with broader operational goals. The role blends people leadership with a strong analytical focus on metrics, service quality, and cross-functional collaboration.

Responsibilities - Lead and develop the Customer Support function within a fast-growing iGaming environment - Scale a high-performing VIP Customer Support team in line with company growth and operational goals - Define and drive performance metrics including CSAT, FRT, SLA, Quality, AHT, FCR, and productivity - Maintain consistently high standards of communication and service quality across all customer interactions - Establish clear processes, workflows, and escalation standards to support scalable operations - Analyze operational and customer data and convert findings into actionable improvements - Partner with QA and Training teams to continuously improve agent performance and knowledge - Identify opportunities for automation, self-service, and process optimization - Act as the voice of the customer by surfacing recurring pain points to Product and Operations - Collaborate closely with CRM and Account Management or VIP teams

Requirements - 5+ years of experience in Customer Support or similar customer-facing roles - 1+ year of experience in a Team Lead, Team Manager, or comparable leadership position - Strong analytical mindset with the ability to use operational and customer data to drive improvements - Hands-on experience with customer support metrics such as CSAT, FRT, SLA, Quality, AHT, FCR, and productivity - Upper-Intermediate English level, both written and spoken, for daily communication in an international team - Strong communication skills and a leadership and people-management mindset - Customer-oriented mindset focused on delivering a high-quality player experience - Analytical and problem-solving approach with the ability to make data-driven decisions

Nice to have - Experience working with Product, Operations, CRM, or Account Management and VIP teams - Background in iGaming with understanding of the player journey and industry-specific customer needs