Customer Support Team Lead

About the role

What you will do

• Lead, coach and motivate a team of support specialists working in shifts
• Monitor quality and service levels across online chat and email, and act on the results
• Handle escalated and sensitive cases, including payment and verification questions
• Make sure responsible gaming requests and concerns are handled correctly and with empathy
• Plan schedules that provide reliable 24/7 coverage
• Keep the knowledge base and response templates accurate and up to date
• Share customer insights with product, payments and trading teams

What you will need

• 3+ years in customer support, including at least 1 year leading a team
• Experience in iGaming, fintech or another regulated online service
• Excellent written English and a calm, empathetic communication style
• Experience with help desk and live chat tools such as Zendesk, Intercom or LiveChat
• Strong organizational skills and comfort working with KPIs such as response time and customer satisfaction
• Availability to work shifts, including some evenings and weekends

Nice to have

• Fluency in additional languages
• Knowledge of KYC, payments or responsible gaming processes
• Experience building training programs or quality assurance frameworks

What we offer

• Remote, shift-based work with schedules shared well in advance
• Leadership development and coaching support
• Annual learning budget for courses, certifications and conferences
• Health coverage or a well-being allowance, depending on your location
• Paid vacation plus public holidays
• A quality laptop and the equipment you need to work comfortably
• Watch parties for big tournaments and regular team events