Customer Service Team Lead

Overview & Purpose: 

We’re looking for a motivated and experienced Customer Service Team Lead to guide our agents in the fast-paced iGaming industry. This role ensures players receive exceptional support with queries resolved quickly, while driving service quality, regulatory compliance (MGA), and team performance. As the first point of contact for people matters, the Team Lead will oversee chat and email support, manage scheduling, coaching, and performance, and uphold high standards of service delivery.

Responsibilities: 

Interactions  

• Handle interactions, both email & iChat. 

Team Leadership & Coaching  

• Lead, mentor, & develop a team of support agents.  

• Act as the first point of contact for all people-related matters within the team.  

• Conduct regular 1:1s, performance reviews & excellence.  

 Operational Oversight  

• Manage & maintain shift schedules, including weekly & night shift rotations.  

• Monitor real-time queues & ensure adequate staffing.  

• Act as the primary point of contact for complex or escalated issues, providing timely & effective resolutions & ensuring a high standard of customer care.  

• Ensure accurate documentation & adherence to internal policies.  

 Compliance & Quality  

• Ensure all interactions comply with MGA regulations, including Responsible Gaming & AML protocols.  

• Conduct regular QA reviews & coach agents on improvement areas.  

• Collaborate with compliance & risk teams to resolve flagged cases.  

 Reporting & Insights  

• Track & report on team KPIs & performance metrics.  

• Identify trends, gaps & opportunities for process improvement.  

• Gather, & implement insights on common customer issues, pain points, & feedback to help shape customer service strategies & enhance overall user experience. Key deliverables include: 

• Weekly performance reports (team and individual)  

• Monthly QA audit summaries  

• Escalation resolution logs  

• Training & development plans  

• Compliance adherence reports  

• Shift schedules & coverage plans  
  
  

KPI's Link

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives. 

Essential Criteria: 

• 3+ years of experience in iGaming customer support  

• 0-12 months Approx. in a leadership or supervisory role  

• 0-12 months Approx. experience in MGA regulatory requirements  

• Excellent communication, coaching, and conflict resolution skills  

• Experience managing shift-based teams and scheduling  

• Proficiency in support platforms (EdgeTier, Watchtower, ShiftsApp etc.) 

• Ability to work shifts, weekends, and holidays as , ensuring 24/7 support coverage  

• Fluent English   

• Proven planning and organizational skills 

Person Specification: 

• Target driven  

• Effective & well-developed communication skills are a prerequisite for the role, both written and verbal  

• Decision-making ability  

• Strong work ethic
   

• Candidates have a level of understanding people maintaining a positive, empathetic attitude toward players and team members
   

• Change management: ability to deal with high levels of change and continuing to stay motivated, focused and results driven
   

Reporting and interaction: 

• Managerially Accountable to: HOD & Customer Service Manager  

• CRM  

• Fraud & Risk  

• PST