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Role Overview:
We are 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;
* Optimise 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;
* Be fluent in Polish and have a good command of English.
Our 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!**