Customer Support Lead

Role overview The Customer Support Lead heads a developing support operation inside a fast-scaling iGaming business, balancing day-to-day service quality with longer-term team and process growth. The role blends people leadership, operational analytics, and cross-functional partnership to elevate the player experience across both standard and VIP channels.

Responsibilities - Build, coach, and develop a high-performing support team, including a dedicated VIP function aligned with organizational expansion plans - Define, monitor, and drive core service metrics such as CSAT, first response time, service-level adherence, quality scores, average handle time, first-contact resolution, and agent productivity - Design scalable workflows, escalation paths, and quality standards that keep service consistent as ticket volume grows - Convert operational and customer data into concrete improvements, partnering closely with QA, Training, Product, and Operations counterparts - Identify and champion automation, self-service, and process optimization opportunities that lift both efficiency and player experience - Act as the voice of the customer by surfacing recurring pain points and shaping responses in collaboration with CRM and VIP account management

Requirements - At least four years of experience in customer support or a closely related customer-facing role - A minimum of one year in a Team Lead, Team Manager, or comparable leadership position - Demonstrated analytical mindset, with experience using operational and customer data to guide decisions - Hands-on familiarity with core support performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR, and productivity - Upper-intermediate written and spoken English for daily collaboration within an international team - Strong communication, leadership, and problem-solving skills, paired with a customer-first orientation

Nice to have - Prior exposure collaborating with Product, Operations, CRM, or Account Management/VIP teams - Background in iGaming with a working understanding of the player journey and sector-specific expectations

Benefits and work setup The package includes medical insurance and financial aid, a benefits cafeteria covering areas such as gym membership, dental care, and psychological support, fully paid sick leave, and paid vacation. Employees also receive annual performance-based salary reviews, an individual training budget that can fund conferences, courses, English lessons, and workshops, access to internal learning and leadership programs, a personal development plan, corporate events and team-building activities, a structured well-being program, and free lunches at the office.