Customer Support Team Lead

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Customer Support Team Lead

A licensed and regulated sportsbook and casino operator in Poland is looking for a Customer Support Team Lead.

Role Overview Our partner is looking for a Customer Support Team Lead who knows how to build, motivate, and develop a high-performing customer support team.

If you're passionate about customer experience, enjoy leading people, and know how to turn challenges into solutions, we'd love to meet you.

Key Responsibilities

• Lead and support the daily operations of the Customer Support team;
• Coach, mentor, and develop team members;
• Monitor key performance indicators, including response time, resolution time, CSAT, and service quality;
• Optimize support processes and workflows;
• Handle escalated customer issues and complex cases;
• Collaborate with other departments to improve customer experience;
• Support recruitment, onboarding, and training of new team members;
• Ensure high service standards across all customer communication channels.

Required Skills & Experience

• Previous experience in a Customer Support leadership role;
• Strong people management and communication skills;
• Experience working with customer support platforms and CRM systems;
• Analytical and problem-solving mindset;
• Ability to manage priorities in a fast-paced environment;
• Experience in iGaming, sports betting, fintech, or another digital industry is a strong advantage;
• Good command of English.

The Company Guarantees You The Following Benefits

• Competitive salary;
• Opportunity to shape the marketing strategy of a fast-growing sportsbook & casino operator;
• Dynamic, friendly and innovative work environment;
• Career growth and professional development opportunities;
• Hybrid work model with flexibility.

Interview Process

• A 30-minute interview with a Recruiter to get to know you and your experience;
• A final 2-hour interview with 4 team members to gauge your fit with company culture and working style.

If you find this opportunity right for you, don't hesitate to apply or get in touch with us if you have any questions!

Job Specifications Role Occupation

Onsite, Hybrid

Location

Gdansk

Role Direction

Client Support

Seniority Level

Lead

Recruiter Elina Nesterok

Recruiter