Sweepstakes Casino, US market 📍 Format: office in Prague or remote 💰 Salary: $2,000 (negotiable) 🕐 Schedule: 15:00–00:00 (GMT+2), 5/2, flexible days off 📌 Onboarding: approximately the first week, schedule 09:00–18:00

We are looking for a Team Lead Customer Support for a Sweepstakes Casino project targeting the US market. Initially, you will be responsible for handling customer inquiries independently to gain a deep understanding of the product, processes, and audience specifics. After successful onboarding, a Customer Support team will be formed for you to manage and develop.

✅ Key tasks: • Handling customer inquiries and resolving complex user cases. • Managing and developing the Customer Support team. • Distributing workload and monitoring team performance quality. • Analyzing errors, providing feedback, and employee development. • Handling VIP and complex/conflict cases. • Interacting with Payments, Fraud/Risk, KYC, Product, and CRM teams. • Creating and improving instructions, regulations, and scripts. • Analyzing support performance metrics and preparing reports.

✅ What's important: • Team Lead / Supervisor experience in Customer Support for at least 6 months specifically in iGaming / online casino / Sweepstakes. • Russian and English - C1, fluent oral and written communication. • Experience managing a support team. • Good understanding of casino processes: bonuses, deposits, withdrawals, KYC, Responsible Gaming, account restrictions, and typical player issues. • Experience with complex and conflict cases, VIP users. • Experience in creating and improving processes, instructions, regulations, and scripts. • Analytical and reporting skills. • Ability to effectively interact with related teams. • Independence, responsibility, and initiative.

🔥 Why this role is interesting: Opportunity to join a new Sweepstakes Casino project from the start, deeply immerse yourself in the product, and then build and manage your own Customer Support team for the US market.

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