Customer Support Lead

Job description

the employer welcomes those who are excited to: • 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 goals; • Define and drive key performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR and productivity; • Maintain a consistently high standard of communication and service quality across all customer interactions; • Establish clear processes, workflows and escalation standards to ensure efficient and scalable Support operations; • Analyse operational and customer data and turn insights into actionable improvements; • Work closely with QA and Training teams to continuously improve agent performance, knowledge and communication standards; • Identify opportunities for automation, self-service and process optimisation to improve efficiency and player experience; • Act as the voice of the customer by identifying recurring pain points and working with Product and Operations teams to address them; • Collaborate closely with CRM and Account Management/VIP teams. We need your professional experience: • 4+ 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…