Customer Service Team Lead

Being a part of such a fast-moving industry as iGaming, the company knows no limits and is growing rapidly through its dedication to innovation and constant improvement. This is the reason why we are expanding our Platform Department team and now we are looking for some fresh and enthusiastic people to come and join us in the exciting digital world of iGaming.

Requirements

  • Previous experience as a team leader in a customer service or call center, preferably in iGaming
  • Good knowledge of iGaming products and customer service best practices
  • Proficient in using customer service software and tools
  • Bachelor’s degree is preferred but not required
  • Motivating your team to a high level of performance
  • Fluency in English is a plus
  • Excellent communication skills and an eye for detail are a must
  • Handles pressure well, great at multitasking and time management
  • Juggle a number of tasks at the same time whilst ensuring the best experience for our customers
  • Have a positive can-do attitude and a flexible approach – remember you’re willing to work shifts including weekends

Job Responsibilities

  • Build a team
  • Lead your team toward success
  • Monitoring the quality of chats and emails (avg time, quality, empathy, problem-solving, etc.…)
  • Monitor online gaming forums, pass feedback to the respective teams, and assist to respond in a professional manner
  • Monitor the performance of the team to make sure it is in line with our KPIs and overall department goals
  • Coach and instruct the members of your team on how to handle their daily tasks and in becoming self-going individuals
  • Administrate the schedule of your team to align with our operational needs
  • Update Content (Training and any other documents used by the team)
  • Conduct Induction & coordinate training for new employees
  • Suggest & authorize Overtime for the agents

What we offer

  • Competitive salary
  • 13th Salary
  • Performance evaluation & salary review twice a year
  • 25 days paid annual leave
  • Work from home option -2 days weekly
  • Flexible working schedule
  • Additional health insurance – premium package
  • Fully paid annual transportation card
  • Fully paid Sports card
  • Free company shuttle by the office
  • Sports Teams/Sports events
  • Professional development, supportive company culture, and challenging projects
  • Company-sponsored trainings
  • Tickets for conferences and seminars
  • Team building events and office parties
  • Referral Program
  • Free snacks, soft drinks, coffee, and fruit are available always
  • Birthday, newborn baby, and first-grader bonuses
  • Corporate discounts in various shops and restaurants
  • State-of-the-art modern office
  • Positive working environment and chill-out zone (PS4, table tennis, foosball, and lazy chairs)

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