Customer Support Team Lead Offline

Milliorize provides end-to-end platforms and services for the iGaming industry. Our focus is delivering Social Casinos with superior player experiences using gamification, customisation, and cutting-edge tech. Our solutions cater to the specific needs of any iGaming operator, creating an engaging environment for players. We are passionate about the future of iGaming and take pride in providing a competitive edge to our players.

About the Role
We’re looking for a hands-on and experienced Lead Customer Success Manager to oversee customer operations for a fast-growing social casino product. In this role, you'll lead cross-functional support teams (Customer Support, KYC, and Payments), ensuring exceptional player experience, compliance with regulations, and seamless collaboration with Product, Finance, and Marketing.

If you're a strong communicator, detail-oriented, and passionate about team leadership, process improvement, and customer experience in the iGaming space — this is the perfect next step.

Responsibilities:

Customer Support Operations

• Lead and supervise a distributed team of 5 Customer Support agents (in-house + outsourced across shifts).
• Monitor team KPIs, performance, and service quality across all time zones.
• Handle escalated cases and implement efficient resolution workflows.
• Ensure agents are trained on new product updates, promotions, and casino policies.

 KYC & Compliance

• Oversee identity verification processes via tools like Sumsub or similar (Veriff, Jumio, Seon).
• Ensure full compliance with AML and responsible gaming regulations in sweepstakes operations.
• Monitor risk signals, suspicious behavior, and initiate investigations.

Payment & Risk Operations

• Supervise the resolution of payment disputes (withdrawal delays, chargebacks).
• Collaborate with Finance and payment providers to address complex issues.
• Track dispute trends and implement process improvements.

Cross-Functional Collaboration

• Act as the voice of the player by sharing feedback with Product, Marketing, and Tech teams.
• Align customer operations with retention initiatives and user journey optimizations.

 Team Development

• Conduct performance reviews, give regular feedback, and lead training efforts.
• Cultivate a positive, proactive support culture that values empathy and accountability.

Requirements

• 5+ years in iGaming (support, KYC, fraud, or payments), ideally in a leadership or senior role.
• Strong knowledge of AML/compliance in online gambling or sweepstakes.
• Experience with support tools (Zendesk, Intercom, Salesforce, Freshdesk).
• Hands-on experience with fraud/KYC tools: Sumsub, Jumio, Seon, Veriff, etc.
• Strong team management, escalation handling, and cross-department collaboration skills.
• Fluent English — verbal and written.

Who will you have the opportunity to meet during the hiring process (stages): Сall, HR interview, Tech Interview, Management interview

Why Join Us?

• Be a part of a collaborative and innovative team.
• Work on impactful projects with a global reach.
• Opportunity to take ownership and implement your ideas to drive real results.

What we can offer you:

1. We have stable and highly-functioning processes – everyone has their own role and clear responsibilities, so decisions are made quickly and without unnecessary approvals. 
2. You will have enough independence to make decisions that can affect not only the project but also the work of the company.
3. We are a team of like-minded experts who create interesting products during working hours, and enjoy spending free time together.
4. Do you like to learn something new in your profession or do you want to improve your English? We will be happy to pay 50% of the cost of courses/conferences/speaking clubs.
5. Do you want an individual development plan? We will form one especially for you + you can count on mentoring from our seniors and leaders.
6. Do you have a friend who is currently looking for new job opportunities? Recommend them to us and get a bonus.
7. And what if you want to relax? Then we have 21 working days off.
8. What if you are feeling bad? You can take 5 sick leaves a year.

A little more information that you may find useful:

• our adaptation period lasts 3 months, this period of time is enough for us to understand each other better;
• there is a performance review after each year of our collaboration where we use a skills map to track your growth;
• we really have no boundaries in the truest sense of the word – we have flexible working day, remote or office is up to you.

Of course, we have a referral bonus system. So if you have a friend who likes our job opening, you can give us their telegram contact, and we in turn will thank you with a bonus if we start working with them!