Team Lead, Customer Support (iGaming)

Job description

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.