Support Team Lead for NDA iGaming Brand
The company is a fast-growing iGaming business developing innovative products in the gambling and betting space. Its ambition is not just to be part of the industry, but to set new standards. The company is активно expanding globally and is looking for strong professionals who are ready to build from scratch and deliver real impact.
Responsibilities:
Own end-to-end customer support operations: strategy, execution, technology, people, and performance
Lead the migration to a modern support platform, including setup, channel unification (live chat, email, in-app, WhatsApp), and CRM integration
Build and manage the Help Center / Knowledge Base
Design and enforce the KPI/SLA framework (First Response Time, CSAT, FCR, Resolution Time, AI Deflection Rate)
Establish and run the Quality Assurance program: ticket audits, agent scoring, calibration sessions
Manage and develop the support team — hiring, scheduling, training, coaching, performance management
Build the operation full 24/7 multilingual support
Implement a tiered VIP support model for high-value clients
Partner with Product, Payments, and Compliance teams on cross-functional issue resolution and product feedback
Own support analytics and reporting: real-time dashboards, weekly operational reports, monthly strategic reviews to leadership
Drive proactive support initiatives (automated triggers, onboarding flows, in-app guidance) to prevent tickets at source
Requirements:
3+ years of experience in customer support management/leadership within iGaming/high-velocity B2C
Hands-on experience with modern support platforms (Livechat, Intercom, Zendesk, Freshdesk, or similar)
Proven track record of building support operations from scratch or leading a significant transformation (process design, tech migration, team scaling)
Experience deploying and optimizing AI/chatbot automation in a support environment
Strong understanding of support KPIs and operational metrics (CSAT, NPS, FRT, ART, FCR, SLA compliance) and how to manage them
Experience managing outsourced/outstaff support teams across time zones
Knowledge base and help center content management experience
Strong analytical mindset; comfortable working with dashboards, cohort data, and performance reporting
Excellent process design and documentation skills
English level — B2+
We offer:
22 days of annual paid vacation;
10 documented sick leave days + 5 undocumented sick days;
1 paid mental health day per month
Apply To This Job
Responsibilities:
Own end-to-end customer support operations: strategy, execution, technology, people, and performance
Lead the migration to a modern support platform, including setup, channel unification (live chat, email, in-app, WhatsApp), and CRM integration
Build and manage the Help Center / Knowledge Base
Design and enforce the KPI/SLA framework (First Response Time, CSAT, FCR, Resolution Time, AI Deflection Rate)
Establish and run the Quality Assurance program: ticket audits, agent scoring, calibration sessions
Manage and develop the support team — hiring, scheduling, training, coaching, performance management
Build the operation full 24/7 multilingual support
Implement a tiered VIP support model for high-value clients
Partner with Product, Payments, and Compliance teams on cross-functional issue resolution and product feedback
Own support analytics and reporting: real-time dashboards, weekly operational reports, monthly strategic reviews to leadership
Drive proactive support initiatives (automated triggers, onboarding flows, in-app guidance) to prevent tickets at source
Requirements:
3+ years of experience in customer support management/leadership within iGaming/high-velocity B2C
Hands-on experience with modern support platforms (Livechat, Intercom, Zendesk, Freshdesk, or similar)
Proven track record of building support operations from scratch or leading a significant transformation (process design, tech migration, team scaling)
Experience deploying and optimizing AI/chatbot automation in a support environment
Strong understanding of support KPIs and operational metrics (CSAT, NPS, FRT, ART, FCR, SLA compliance) and how to manage them
Experience managing outsourced/outstaff support teams across time zones
Knowledge base and help center content management experience
Strong analytical mindset; comfortable working with dashboards, cohort data, and performance reporting
Excellent process design and documentation skills
English level — B2+
We offer:
22 days of annual paid vacation;
10 documented sick leave days + 5 undocumented sick days;
1 paid mental health day per month
Apply To This Job