Customer Support Lead

igTalents is a full-cycle recruitment agency dedicated to the iGaming industry. We partner with one of the market’s leading iGaming holdings, giving candidates access to unique growth opportunities. 

Our mission is to help iGaming professionals find the best roles and unlock their potential, supporting talent at every stage of the journey.

We are looking for an experienced Customer Support Team Lead to join our Crypto Casino Project. This role is crucial in building and developing our in-house customer support function, transitioning from external providers, and ensuring high-quality service and operational security.

What experience is important:

• 3+ years of experience leading a customer support team in online gambling or fintech.

• Solid understanding of cryptocurrency operations.

• Strong leadership and problem-solving skills.

• Hands-on experience with CRM systems and analytics tools.

• Advanced English (written and spoken).

Nice to have:

• Experience transitioning from outsourced support to in-house teams.

• Knowledge of regulatory requirements in online gambling.

• Experience with VIP client management.

• Additional languages.

• Basic blockchain knowledge.

What you will do:

• Lead and manage the customer support team: hiring, training, and coaching.

• Develop and implement customer service standards and processes.

• Optimize workflows to improve efficiency and customer satisfaction.

• Coordinate with Risk Management and Anti-Fraud teams.

• Establish VIP customer support processes.

• Manage support channels (chat, email, phone).

• Monitor KPIs and report regularly to the COO.

Why you should consider this opportunity

• Remote-first format: Mon–Fri, 10:00–19:00 (UTC+2) — skip the commute.
• Paid vacation & sick leave, plus an extra day off for your birthday.
• Competitive compensation that fairly reflects your expertise and impact.
• Engaging corporate events to learn, share experience, and grow with like-minded professionals.
• No micromanagement: we trust our team, encourage initiative, and keep a flat hierarchy for fast decisions.
• Ongoing professional development: continuous support to build new skills and advance your career.
• Dynamic work environment: a profitable, forward-thinking company where every specialist plays a key role.

🚀 Join one of the strongest teams in iGaming and unlock your full potential!