Team Lead, Customer Support (iGaming)

About the role
We are looking for a Team Lead to build and grow our Customer Support function. In the first phase, you will work hands-on with user inquiries to get to know the product, internal processes, and our audience. After the onboarding period, you will form a dedicated Customer Support team and lead its development.

What you'll do

• Handle user requests personally during the initial phase to master the product and processes
• Build, manage, and develop the Customer Support team
• Distribute workload, monitor quality, review errors, and give regular feedback
• Handle complex, escalated, and VIP cases
• Create and improve guidelines, processes, and scripts
• Prepare analytics and reports on team performance

• Work closely with Payments, Fraud/Risk, KYC, Product, and CRM teams

   

Requirements

• 6+ months of experience as a Team Lead / Supervisor in Customer Support within iGaming, online casino, or sweepstakes casino
• Solid understanding of the gambling industry and Customer Support processes
• Russian and English at C1 level (fluent written and spoken)
• Team management experience: workload distribution, quality control, error analysis, and feedback
• Experience with complex and conflict cases and VIP players
• Knowledge of casino products: bonuses, deposits, withdrawals, KYC, Responsible Gaming, account restrictions, and common user issues
• Experience creating and improving documentation, processes, and scripts
• Analytical skills and reporting experience

Independence, accountability, and readiness to make decisions

Working conditions

• Location: Prague office or remote
• Salary: up to $2,000, depending on interview results
• Cooperation format: the company operates officially; cooperation is formalized by contract (sole proprietor / self-employed), with payments made officially to your bank account
• Schedule: 5/2, 9-hour shifts, rotating. Available shifts: 06:00–15:00, 14:00–23:00, 23:00–08:00. Shifts may change weekly or be agreed with management based on team needs
• Days off do not always fall on Saturday and Sunday and may fall on weekdays
• Breaks: remote: 30-minute lunch + 3 × 15-minute breaks. 
  Prague office: 1-hour lunch + 3 × 15-minute breaks
  
  Important: the candidate must be ready to work all three shifts, including night shifts.