We are looking for a First Line Support Team Lead to take responsibility for team development, operational support management, and client service quality within a B2C iGaming product.

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

📝 Responsibilities: — 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 daily Support operations and team 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 enhance team efficiency and service quality; — Establish and continuously improve workflows, standards, and escalation procedures; — Collaborate closely 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.

🔋Requirements: — 3+ years of experience in Customer Support / Customer Operations within the iGaming industry; — 1+ year of experience in team management or as a Team Lead; — Solid understanding of Support Operations and key metrics: SLA, First Response Time, Resolution Time, CSAT, backlog, productivity, quality, and escalation metrics; — Understanding of iGaming payment and withdrawal processes and experience handling player inquiries regarding payment issues; — Experience analyzing Support performance 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, chat platforms, and no-code automation; — Experience using automation and/or AI tools to improve support processes; — Russian and English proficiency sufficient for daily work communication.

✅ Will be a big plus: • Experience working directly for a B2C iGaming operator / in-house brand; • Experience creating 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.