Customer Support Team Supervisor- Sportsbook Product

On-site- Serbia or Remote

We are on the hunt for an exceptional Customer Support Team Supervisor with a solid background in iGaming (casino and sportsbook). This is a unique opportunity to lead and shape the customer support function from the ground up. You’ll work closely with the team lead to develop the foundation of our support operations, hire and train a top-tier support team, and ensure the highest quality of service is consistently delivered to our clients.

This is a high-impact role, perfect for someone who is passionate about iGaming, has a strong leadership presence, and is eager to build something lasting. If you're driven to make a meaningful difference in a fast-paced and growing industry, this is the place for you.

Key Responsibilities:

• Develop a Comprehensive Support Manual: Collaborate with the team lead to craft a detailed “support manual” from scratch, with a special focus on casino operations, sports betting, and promotions. This will be the cornerstone of our support strategy.
• Shape and Optimize Support Processes: Establish robust support workflows that ensure efficiency, consistency, and a superior customer experience. Continuously refine these processes based on team feedback and industry best practices.
• Lead Team Development: Build a team of highly skilled customer support operators, providing comprehensive training to ensure they are fully equipped to handle all inquiries. Foster a collaborative, high-performance team environment.
• Implement Quality Control Systems: Design and implement a rigorous quality control system to monitor team performance, ensuring that our customers consistently receive exceptional support.
• Guide and Escalate Issues: As the leader, you’ll manage escalated customer issues with precision, ensuring timely resolution and customer satisfaction. You will also guide agents on best practices for consultation and escalation.
• Drive Continuous Improvement: Lead by example, offering ongoing coaching and feedback to your team to foster growth and success. Stay ahead of industry trends to ensure we are always innovating and delivering top-tier service.

What We’re Looking For:

• Experience: Extensive experience in customer support, ideally within the iGaming sector (casino, sportsbook). Familiarity with common customer inquiries, issues, and resolutions in the iGaming world is essential.
• Leadership: Strong leadership skills with a proven ability to manage, motivate, and develop a customer support team to reach their full potential.
• Process-Oriented: A knack for designing and optimizing workflows and a deep understanding of what makes a support process efficient and customer-centric.
• Problem-Solver: Exceptional problem-solving abilities, with the confidence to handle complex issues and provide effective solutions quickly.
• Passion for Service Excellence: An unwavering commitment to delivering outstanding customer support. You genuinely enjoy helping others and have a deep understanding of how customer satisfaction impacts the business.
• Communication: Excellent communication skills, both written and verbal, with the ability to clearly articulate solutions and guide your team toward success.
• Cultural Fit: We’re looking for someone who will blend seamlessly with our team culture. It’s important that we share values, work styles, and an ethos of collaboration and respect.

Growth Opportunity:
This role offers a tremendous opportunity for professional growth. With a focus on leadership and operational development, the right person will have the potential to transition into the Support Manager role, overseeing and scaling the support function as the project expands.