Customer Success Team Lead

📋 Description

• Lead and develop a team of customer service specialists
• Manage multiple projects from concept to implementation
• Design and optimise customer service processes
• Document business processes using BPMN (as-is/to-be)
• Understand contact centre operations, SLAs, and staffing
• Oversee quality control and drive improvements

🎯 Requirements

• Proven experience in a Team Leader or Operations Manager role in customer support or iGaming
• Demonstrated experience managing Supervisors and multi-level support teams
• Strong understanding of customer support operations, KPIs, and service quality frameworks
• Advanced analytical skills with the ability to interpret data and drive strategic decisions
• Experience with CRM systems, ticketing platforms, and performance analytics tools
• Proven experience documenting BPMN notation (Bizagi, Camunda Modeler, Visio, draw.io)

🎁 Benefits

• Strategic thinker with a customer-centric mindset
• Confident leader able to influence and align teams toward goals
• Analytical, detail-oriented, data-driven decision maker
• Proactive, solution-oriented, able to anticipate challenges
• Calm and resilient under pressure when managing large teams
• Strong ownership and accountability for regional performance