Customer Support Lead

Lead and develop the Customer Support function within a fast-growing iGaming environment;

Scale a high-performing VIP Customer Support team aligned with the company’s growth and operational goals;

Define and drive key performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR and productivity;

Maintain a consistently high standard of communication and service quality across all customer interactions;

Establish clear processes, workflows and escalation standards to ensure efficient and scalable Support operations;

Analyse operational and customer data and turn insights into actionable improvements;

Work closely with QA and Training teams to continuously improve agent performance, knowledge and communication standards;

Identify opportunities for automation, self-service and process optimisation to improve efficiency and player experience;

Act as the voice of the customer by identifying recurring pain points and working with Product and Operations teams to address them;

Collaborate closely with CRM and Account Management/VIP teams.

4+ years of experience in Customer Support or similar customer-facing roles;

1+ year of experience in a Team Lead, Team Manager, or similar leadership position;

Strong analytical mindset and ability to use operational and customer data to drive improvements;

Experience working with customer support performance metrics such as CSAT, FRT, SLA, Quality, AHT, FCR and productivity;

Experience working with Product, Operations, CRM or Account Management/VIP teams will be a plus;

Experience in iGaming, with understanding of the player journey and industry-specific customer needs will be a plus;

Upper-Intermediate English level (written and spoken) for daily communication within an international team.