Shift Lead / Team Lead Support (iGaming)

Spades Partners is an iGaming holding operating in Tier-1 markets. 

We’re looking for a leader who:

• Owns shift performance and team results
• Directly impacts LTV and repeat deposits through service quality
• Reduces churn through strong communication strategy
• Works closely with CRM, Risk, and Payments teams

This is not a “Senior Agent” role — it’s a managerial position with direct influence on business metrics.
 

Responsibilities

🔹 Shift Management

• Lead and coordinate 5+ Support Agents
• Train, mentor, and develop team members

🔹 Performance & Metrics Control

• FRT / AHT / CSAT
• Retention after contact
• Repeat deposit after interaction
• Escalation rate
• KYC / AML error rate
• Support impact on churn

🔹 Process Improvement

• Optimize scripts with retention-focused elements
• Reduce bonus abuse
• Collaborate with Risk / Payments / VIP teams
• Initiate and implement support process improvements
• Provide daily and weekly reporting

Requirements

• 2+ years of experience in iGaming
• English level B2+
• 1+ year of experience as Shift Lead / Team Lead
• Strong knowledge of live chat systems (LiveChat or similar)
• Experience with iGaming back-office platforms (SoftSwiss, JBL, Soft2Bet, etc.)
• Solid understanding of KYC / AML / antifraud processes
• Experience handling high-risk and high-value cases
• Ability to analyze shift performance metrics
• Experience with ticketing systems and reporting
• Understanding of retention mechanics and LTV impact

What We Offer

• Fully remote position
• 5/2 schedule, 8-hour shifts (no night shifts)
• Fixed salary + KPI-based bonus
• Real influence on processes and improvements
• Product-driven environment focused on Tier-1 markets
• Direct communication with leadership