First Line Support Team Lead

Looking for a First Line Support Team Lead to develop the team, manage operations, and ensure quality customer service in a B2C iGaming product.

• •Build and develop the First Line Support team from scratch;
• •Manage the team: conduct 1:1s, provide regular feedback, develop employees, and monitor their effectiveness;
• •Oversee daily Support operations and team results;
• •Ensure correct and timely processing of payments and player withdrawals;
• •Track key Support KPIs and identify areas for improvement;
• •Build reporting and use operational data to enhance team efficiency and service quality;
• •Continuously improve workflows, standards, and escalation procedures;
• •Collaborate closely with Payments, Retention/CRM, Product, Operations, and Tech teams;
• •Identify issues in inter-team interactions 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.

• •3+ years of experience in Customer Support / Customer Operations in the iGaming sector;
• •At least 1 year of experience managing a team or working 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 analyzing Support efficiency 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.