Support Team Lead

JarvisHeart is a rapidly expanding global IT & Tech company based in Cyprus, dedicated to its team, providing an inspiring, dynamic work culture.

Established in 2024, we are aimed to deliver services and solutions for businesses. We attract and retain the best IT professionals, offering avenues for development and progress to provide exceptional solutions to clients around the globe. Join us and become a part of JarvisHeart’s success story.

Core Responsibilities

• Onboarding & Training: Onboard new support agents using internal guidelines and knowledge base materials; conduct structured training sessions to ensure full product, process, and tools proficiency before agents go live.
• Knowledge Base Management: Maintain and update training materials, scripts, in line with product and policy changes; ensure the team always operates from current documentation.
• Team Performance Oversight: Monitor day-to-day agent activity, track KPIs, and identify performance gaps; provide timely feedback, coaching, and corrective guidance.
• Chat & Quality Review: Regularly audit agent conversations across all channels (live chat, emais); score interactions against quality rubrics and deliver structured feedback.
• Scheduling: Build and manage shift schedules for the support team, ensuring full coverage across all time zones and shifts while balancing team workload.
• Task Management: Assign tasks and priorities to agents based on queue load and business needs; coordinate daily team stand-ups and briefings.
• Reporting: Prepare regular performance reports (daily, weekly, monthly) covering key metrics: CSAT, FCR, SLA compliance, and individual agent stats; present findings to management.
• Escalation Handling: Act as the first escalation point for complex or sensitive player cases; liaise with Antifraud, Billing, and Retention teams to resolve issues efficiently.
• Process Improvement: Continuously identify workflow inefficiencies and propose improvements to increase team performance and player satisfaction.

Requirements

• Minimum 2 years of experience in customer support, with at least 1 year in a team lead, senior, or supervisory role.
• Strong written and verbal English communication skills (B2+ level) 
• Proven ability to train, coach, and develop support agents from onboarding through to independent performance.
• Experience with quality assurance processes: chat auditing, scoring, and structured feedback delivery.
• Confident working with CRM, helpdesk, and scheduling tools (LiveChat, Zendesk, Intercom, or similar).
• Strong organizational skills — able to manage schedules, task distribution, and reporting simultaneously.
• Data-oriented mindset: ability to read performance dashboards, identify trends, and translate numbers into action plans

Nice to Have

• Background in iGaming, betting, or FinTech — Tier-1 market experience is a strong advantage.
• Familiarity with KYC / AML procedures and responsible gambling frameworks.
• Experience working with distributed remote teams across multiple time zones.
• Additional language skills beyond English.

Remote Work Conditions:

• Fully remote position
• Personal equipment required (PC/laptop + stable internet connection)
• All work and communication tools provided by the company

What we offer:

• 17 vacation days (Enjoy vacation policy to recharge and explore. We believe work-life balance is key to personal and professional well-being.)
• 15 paid sick days (Your health matters. We offer paid sick leave to ensure you can recover without financial stress)
• Insurance after the probation period (Your well-being is our priority. After completing the probationary period, you’ll gain access to our comprehensive insurance plan to support your health and peace of mind.)
• Public holidays off (Take time to celebrate and enjoy national holidays with friends and family without worrying about work.)
• Work equipment provided (Start your journey with the best tools for success! We provide all the necessary equipment to help you work efficiently and comfortably.)

• Work Schedule Monday-Friday: 10-19