Customer Support Team Lead...

As a Customer Support Team. Lead, you will be responsible for driving team performance, managing behavioral and coaching needs, and ensuring team member support.

This role plays a key part in shaping performance metrics, KPIs, standards, policies, procedures, and the supporting technologies to ensure optimal outcomes. Additionally, it contributes significantly to our success in the market by aligning with local cultural and customer needs, and by collaborating across departments to share insights and influence continuous improvement.

Your Squad

Our team is all about good vibes and working together like a tight‑knit crew. We create a warm and inclusive environment where everyone feels welcome so don't worry if you don't have specific industry experience— we’re looking for friendly, outgoing folks. If you've excelled in customer‑support lead roles, we want you on our team! We’re big on collaboration, celebrating wins, and helping each other grow.

Our Story

We are a well‑established tech startup, proud of being early adopters, progressive in our approach and adaptable to the ever‑changing technology landscape. Our core focus is in the online gaming space, building well‑designed casino games, and sportsbooks.

Role And Responsibilities

• Lead and manage a team of bilingual customer support representatives in a 24 / 7 support environment by creating an engaging environment that fosters high‑performing loyal team members
• Monitor and evaluate team performance and provide coaching and feedback to improve overall customer satisfaction
• Act as a liaison between the customer support team and other departments and third‑party providers
• Ensure team members adhere to and are trained on company policies and procedures and comply with relevant regulations
• Monitor and analyze customer feedback and trends, and make recommendations for improvements
• Develop and implement KPIs and performance metrics for the team
• Assist with general team administration (rostering, access, tech issues and comms)
• Assist in creating and implementing a quality and learning framework for the team along with policies and procedures
• Assist HO in understanding and communicating risks and impacts from other departments
• Provide performance reviews for individuals and set clear expectations
• Enable and support ongoing development plans for team members
• Escalate customer support issues

Work Experience And Skills

Personal Qualities and Behavioral Traits

Relationships

Benefits

Seniority Level

Employment Type

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Industry

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