Customer Support Lead

📋 Description

• 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
• Define and drive key performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR and
• Maintain a consistently high standard of communication and service quality across all customer
• Establish clear processes, workflows and escalation standards to ensure efficient and scalable
• Analyse operational and customer data and turn insights into actionable improvements

🎯 Requirements

• 5+ 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
• 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