Customer Support Team Lead

We are looking for an experienced and motivated Support Team Leader to join our team in Belgrade.

In this role, you will be responsible for leading and developing the Support team, ensuring smooth day-to-day operations, maintaining high service standards, and supporting the team in delivering an excellent customer experience.

We are looking for someone who combines strong leadership skills with hands-on Support experience, takes ownership, and knows how to motivate a team while maintaining high performance standards.

Key Responsibilities

• Lead, support, and motivate the Support team in day-to-day operations.
• Monitor support queues and step in during peak periods when required.
• Ensure consistent service quality, efficiency, and customer satisfaction.
• Monitor and follow up on key performance indicators, including response time, resolution time, CSAT, and other relevant KPIs.
• Conduct regular 1-on-1 meetings, provide constructive feedback, and support individual development.
• Support the onboarding, training, and development of new team members.
• Identify knowledge gaps and organize targeted training, coaching, or refresher sessions.
• Perform regular quality spot-checks and promote best practices across the team.
• Act as the main point of contact between the Support team and Management.
• Work closely with QA, Payments/VIP, and other departments to ensure smooth cross-functional processes.
• Communicate important updates, process changes, promotions, and operational information to the team.
• Identify, document, and follow up on system issues, bugs, and recurring operational problems.
• Encourage agents to take ownership of customer issues and resolve them independently whenever possible.
• Ensure correct ticket-management procedures are followed and unnecessary escalations are minimized.
• Promote a positive, professional, fair, and collaborative team culture.
• Lead by example and maintain a high standard of professionalism, accountability, and customer service.

Requirements

• Previous experience in Customer Support, preferably within the iGaming industry .
• Previous experience in a Team Leader, Supervisor, or similar leadership role .
• Strong understanding of customer support operations, KPIs, and service standards.
• Excellent communication and interpersonal skills.
• Strong organizational and time-management abilities.
• A proactive and solution-oriented approach to problem-solving.
• Ability to make fair, logical, and well-informed decisions.
• Strong coaching and people-management skills.
• Ability to motivate team members and provide clear, constructive feedback.
• Strong sense of ownership, accountability, and responsibility.
• Ability to work effectively with different departments and stakeholders.
• Fluent English, both written and spoken.

What We Offer

• The opportunity to take on a key leadership position within our Support department.
• A professional and collaborative working environment.
• Career growth and professional development opportunities.
• The chance to directly influence team performance, customer experience, and operational improvements.
• A role where your ideas, leadership, and initiative can make a real impact.

Position Details

 Employment Type: Full-time

 Location: Belgrade, Hybrid

If you are an experienced Support professional ready to take the next step in your career and lead a team in a dynamic iGaming environment, we would love to hear from you.

Apply now and join our team as a Support Team Leader.