Customer Support Team Leader

About the Role

We are looking for an experienced and people-focused Customer Support Team Leader to lead our Customer Support team within a fast-paced iGaming environment. This role is ideal for someone with a strong background in online gaming, who understands the pace, customer expectations, and regulatory requirements of the industry.

As Customer Support Team Leader, you will be responsible for overseeing the day-to-day performance of the team, ensuring excellent service delivery across customer interactions, and driving quality, efficiency, and continuous improvement. You will play a key role in coaching and developing team members, handling escalations, improving operational processes, and collaborating with internal departments to enhance the overall player experience.

Key Responsibilities

• Lead, motivate, and manage a team of Customer Support Representatives, ensuring service levels, quality standards, and performance targets are consistently met.
• Conduct regular team meetings and one-to-one sessions to provide feedback, coaching, and ongoing professional development.
• Perform quality assurance evaluations on player interactions and provide constructive feedback to improve service quality and agent performance.
• Oversee day-to-day customer support operations, ensuring player enquiries via email and chat are handled accurately, efficiently, and within agreed service levels.
• Handle escalated player cases, complex issues, and service failures, ensuring timely resolution while maintaining a high standard of customer satisfaction.
• Monitor and analyse player feedback to identify recurring issues, trends, and opportunities for service and process improvement.
• Track, monitor, and manage key team performance indicators (KPIs), driving accountability and continuous optimisation.
• Prepare regular performance reports for the Head of Department, highlighting achievements, performance gaps, KPI progress, and recommended action plans.
• Work closely with the Head of Department to implement improvement initiatives that enhance team performance, efficiency, and service delivery.
• Support the recruitment process by participating in interviews and assessing candidates’ skills, experience, and cultural fit.
• Assist with onboarding new team members, ensuring they are fully trained on product knowledge, customer service standards, internal processes, and company policies.
• Deliver training for new starters and identify ongoing learning and development needs across the team.
• Conduct annual performance reviews and work with team members to set individual goals that support growth and continuous improvement.
• Collaborate with internal departments to improve first-contact resolution and deliver a seamless player experience.
• Share customer insights, player feedback, and recurring issues with relevant stakeholders to support product improvements and business decisions.
• Maintain and update the Confluence knowledge base with accurate, approved processes and support documentation.
• Support the wider business with additional ad-hoc tasks and projects as required.

What We’re Looking For

• Previous experience in a Customer Support Team Leader, Supervisor, or similar leadership role within the iGaming industry.
• Strong understanding of iGaming customer support operations, including player expectations, service standards, and the fast-paced nature of the industry.
• Proven ability to lead, motivate, and develop customer support teams to achieve performance and quality targets.
• Experience handling escalations, service recovery, and complex player cases in a professional and customer-focused manner.
• Strong understanding of KPI management, quality assurance, performance monitoring, and continuous improvement.
• Excellent communication, coaching, and stakeholder management skills.
• Highly organised, proactive, and able to manage multiple priorities in a dynamic environment.
• Experience in onboarding, training, and people development is highly desirable.
• Familiarity with customer support platforms, reporting tools, and knowledge base management systems is an advantage.

Preferred Qualifications

• Experience in online casino, sportsbook, or other iGaming verticals.
• Knowledge of customer support best practices within a regulated gaming environment.
• Experience working cross-functionally with Payments, Risk, CRM, Product, or Compliance teams.
• Understanding of responsible gaming principles and customer communication standards within iGaming.

Why Join Us?

This is an exciting opportunity to take on a key leadership role within Customer Support and make a real impact in a growing iGaming business. You’ll help shape the player experience, develop a high-performing support team, and contribute to service excellence in a fast-moving and collaborative environment.