Service Operations & Quality Lead

Turbo Stars is a multi-product IT company that creates innovative B2B solutions for the iGaming industry. We are currently looking for a Service Operations & Quality Lead who will take charge of 1SL and build a high-quality service and interaction system covering all key stages of the partner journey with Turbo.

This role is strategic: making Turbo’s service a true competitive advantage — a reason why partners stay with us and recommend us in the market.

Your future responsibilities:
   1SL (First Line Support):
- Operational management of the 1SL team 
- Developing a growth strategy: processes, structure, workload, tools
- Building a talent rotation system: 1SL as a “talent hub” for Account Managament, 2SL, Risk, QA
- Automating processes and communications, implementing omnichannel solutions (Telegram, Slack, email, ticketing systems)
- Monitoring efficiency: SLA, FRT, Resolution Time, Backlog Aging
Quality Management:
- Designing and implementing a quality system across the chain: from integration chat → AM → 1SL → 2SL → Product 
- Developing and enforcing service standards: SLA, tone of voice, checklists, request handling and transfer rules
- Organizing regular quality checks, cross-functional reviews, and certification of 1SL/2SL staff together with functional managers
- Building CJM and Service Blueprints for key partner segments and products
- Regular request analysis: categorization, SLA, relevance, and correctness of responses
- Establishing transparent reporting & analytics: SLA, backlog, case analysis, satisfaction metrics
- Generating insights and business recommendations: identifying loss points, growth opportunities
- Driving the shift from reactive service (responding to requests) to proactive (predicting and preventing incidents)

Key requirements:
- Experience in iGaming (operations/support / service)
- Experience with omnichannel service systems and monitoring tools
- Strong skills in request analysis, SLA building, and process design
- Proven track record of service or operational team optimization (before/after cases)
- Experience with change management and cross-functional collaboration

Would be a plus:
- Experience with B2B products and Sportsbook

What we offer:

🧘‍♂ Work—Life Balance
Even in challenging times, we’ve built an environment where it’s pleasant to work and grow. You’ll find the right balance between work and rest, and feel what it’s like to be part of a team that truly values you.

💻 Work Format
— Choose where and how you work — from home, the office, or anywhere in the world
— Flexible schedule — we respect your personal rhythm🎉

Atmosphere & Development
— Gifts, raffles, training, team-building events, and corporate parties — it’s never boring with us!
— Internal training, mentoring, and access to courses
— Career growth without bureaucracy🏝

Vacation & Sick Leave
— 20 working days of paid annual vacation
— 100% paid sick leave with no bureaucracy

🚀 Why us?
If you’re looking for a friendly and ambitious product company that:
— Uses modern technologies
— Values initiative and independence
— Strives for continuous growth of both team and product

Then we’re waiting for you 🤝