Team Leader Customer Support-IGaming

Job Title: Customer Support Team Leader - iGaming

About Us:

We are an iGaming company delivering the best gaming experience to customers worldwide. Committed to innovation and excellence, we strive to provide dynamic entertainment across various digital platforms. Our team is dedicated to offering high level services contributing to our continuous growth and success.

Main Duties and Responsibilities

• Plan, prioritize, and delegate tasks to ensure the smooth operation of the customer service department.

• Organize daily and weekly schedules for the team to maintain consistent service levels.

• Inspire and motivate the customer support team to achieve excellence in their roles.

• Conduct regular performance reviews with team members to ensure they are fully trained and consistently meet quality and efficiency standards.

• Track team productivity to ensure alignment with company objectives and KPIs.

• Monitor individual performance and hold coaching sessions to enhance team skills and performance.

• Address team feedback, resolve issues, and mediate conflicts to maintain a positive work environment.

• Prioritize customer experience to maximize satisfaction and loyalty.

• Oversee the team’s roster, identifying overtime needs and ensuring optimal staffing levels.

• Lead the training of new employees, ensuring they are fully equipped to perform as customer support agents.

• Identify training requirements through assessments and develop tailored training plans.

• Act as a key knowledge base for agents, providing guidance and support.

• Assist the Customer Support Team Manager with various tasks and projects as needed.

• Ensure the team meets Service Level Agreements (SLAs) consistently.

Candidate Profile

• A natural leader with the ability to positively influence and guide employees at all organizational levels.
• Excellent verbal and written communication skills in English. Any language out of : Italian,French,Greek,Hungarian,German, will be considered a plus
• Minimum of 6 months in a team-leading position, ideally within the iGaming industry.
• Strong understanding of customer service principles and practices.
• Ability to work proactively with a positive outlook and strong attention to detail.
• Capable of working independently with minimal supervision.
• Ability to handle customer queries effectively and serve as a role model for the team.
• Strong teamwork skills and the ability to work collaboratively with others.
• Good judgment and decision-making capabilities.
• Exceptional work ethics and commitment to excellence.

What We Offer:

• Opportunity to work and grow with industry specialists.
• A supportive and collaborative work environment.
• Competitive salary and benefits package.

This role is ideal for someone passionate about leading teams and delivering exceptional customer experiences in the dynamic iGaming industry.