Customer Support Team Lead – iGaming Startup (B2C, Tier 1 Markets)

We are looking for a Support Team Lead to build and manage the support team and ensure high service standards.

Your Zone of Impact

You will: • Build and structure the support team (hiring, onboarding, performance management) • Define and monitor KPIs (SLA, AHT, CSAT, FRT, Resolution Time, Retention impact) • Establish clear workflows, escalation matrix, and quality standards • Conduct regular 1:1s and performance reviews • Implement structured feedback and coaching • Analyze support data and identify root causes of recurring issues • Collaborate with Risk, Payments, Product, and Marketing teams • Own escalations and ensure resolution with clear accountability

About You

We are looking for someone who: • Has proven experience as a Support Team Lead in iGaming (B2C, Tier 1 markets preferred) • Has managed a team (minimum 5+ agents)

Can clearly explain: • how KPIs were set why those metrics were chosen how performance was measured what actions were taken based on data • Has experience implementing or improving support processes • Understands cause-and-effect between support performance and business results • Has experience building feedback culture and motivating teams • Is structured, analytical, and process-driven • Speaks fluent English

What We Offer:

• Remote-first setup
• Flexible working hours
• Paid vacation and sick leave
• Equipment if needed
• Opportunity to build the support function from scratch