About Our Customer
Our customer, Interactive Services, is an exciting new sweepstakes casino committed to delivering an unparalleled gaming experience to its players. As we expand our operations, we are seeking a Customer Support Team Lead to oversee and develop our growing support team. If you have strong leadership skills, a passion for customer service, and thrive in a fast-paced environment, we’d love to hear from you!
Job Summary
As a Customer Support Team Lead, you will be responsible for managing a team of support agents, ensuring smooth day-to-day operations, and driving a high standard of service for our players. You will oversee player interactions, coach and mentor your team, and collaborate with internal departments to enhance the overall player experience.
Key Responsibilities
Team Management & Leadership
- Lead, mentor, and support a team of customer support agents to ensure high performance and engagement.
- Provide ongoing training and coaching to improve team skills, efficiency, and service quality.
- Monitor team performance, set goals, and provide constructive feedback.
Support Operations & Player Experience
- Ensure that player inquiries are handled promptly, professionally, and in alignment with company policies.
- Act as an escalation point for complex player issues, resolving them efficiently while maintaining player satisfaction.
- Oversee VIP interactions to ensure high-value players receive premium service.
- Maintain a high standard of customer service across all communication channels.
Process Optimization & Collaboration
- Identify areas for improvement in workflows, FAQs, and support procedures to enhance efficiency.
- Track and analyze player issues and trends to help refine processes and player engagement strategies.
- Collaborate with internal teams such as marketing, finance, and compliance to ensure smooth operations and issue resolution.
Compliance & Reporting
- Ensure adherence to responsible gaming policies, company guidelines, and industry regulations.
- Maintain accurate records of player interactions, escalations, and team performance.
- Provide regular reports and insights to management on key performance metrics and player feedback.
Requirements
Experience & Leadership Skills
- Previous experience in a customer support role with proven leadership or supervisory responsibilities.
- Strong ability to coach, mentor, and motivate a team.
- Experience in online gaming, casinos, or digital customer support is a plus.
Technical & Analytical Skills
- Proficiency in customer support tools, CRM systems, and ticketing platforms.
- Ability to track KPIs and performance data to drive continuous improvement.
- Strong problem-solving skills and ability to handle escalations effectively.
Communication & Customer Focus
- Excellent English communication skills (spoken and written).
- Strong interpersonal skills with the ability to manage VIP player relationships professionally.
- Customer-first mindset with a proactive approach to resolving issues.
Work Flexibility & Adaptability
- Willingness to work shifts, including nights, weekends, and holidays, as needed to support a 24/7 operations.
- Comfortable working in a fast-paced, evolving environment with changing priorities.
Preferred Qualifications (Not Mandatory)
- Experience in VIP player support, sales, or retention teams.
- Multilingual skills (Spanish, Portuguese, or other languages are a plus).
- Familiarity with sweepstakes regulations and responsible gaming policies.
What We Offer
- Competitive salary
- Comprehensive training & leadership development
- Opportunities for career growth within a dynamic company
- A collaborative and engaging work environment