We are looking for a First Line Support Team Lead who will be responsible for team development, operational management of support, and customer service quality in a B2C iGaming product.

👨‍💻 First Line Support Team Lead 💰 2000€ – 3500€ 🌎 remote, full time

What you will be doing:

— build and develop an FLS team from scratch; — manage the team: conduct 1:1s, provide regular feedback, develop employees, and monitor their performance; — be responsible for the daily work of Support and the team's results; — oversee the correct and timely processing of player payments and withdrawals; — track key Support KPIs and identify areas for improvement; — build reporting and use operational data to increase team efficiency and service quality; — establish and continuously improve workflows, standards, and escalation procedures; — closely collaborate with Payments, Retention/CRM, Product, Operations, and Tech teams; — identify issues in inter-team communication and initiate improvements; — implement and develop Support automation: chatbots, no-code tools, and AI solutions; — ensure a high level of customer service while maintaining process efficiency.

What we expect:

— 3+ years of experience in Customer Support / Customer Operations in the iGaming industry; — 1+ year of experience in team management or as a Team Lead; — good understanding of Support Operations and key metrics: SLA, First Response Time, Resolution Time, CSAT, backlog, productivity, quality, and escalation metrics; — understanding of payment and withdrawal processes in iGaming and experience handling player inquiries regarding payment issues; — experience in analyzing Support effectiveness and preparing reports; — strong management, mentoring, and employee development skills; — experience in cross-functional collaboration with Payments, Product, Retention/CRM, Operations, and other teams; — practical experience with Support tools, chats, and no-code automation; — experience using automation and/or AI tools to improve support processes; — Russian and English at a level sufficient for daily work communication.

Will be a big plus:

• experience working directly for a B2C iGaming operator / own brand; • experience building or launching a Support team from scratch; • experience managing processes related to payments and withdrawals; • experience improving Support processes based on operational metrics and customer data.