iGaming Team Lead
On-siteBelgrade, Central Serbia, Serbia
Job Summary
Oversee daily customer support operations for the iGaming team, managing workflows and resolving inquiries via phone, email, and chat. Act as the primary liaison with the project manager to optimize processes and deliver actionable recommendations. Proactively identify operational challenges, train and develop agents, and generate detailed performance reports for leadership. Implement strategies to exceed customer satisfaction goals while maintaining high-quality standards and efficiency. Accept constructive feedback to continuously improve team and personal management performance. This role requires a minimum of three years of experience in iGaming customer support leadership with fluent English proficiency.
Required Qualifications
- Proven experience as a Customer Support Team Lead with a minimum of 3 years of experience
- Significant experience in the iGaming industry
- Strong ability to lead and motivate teams, driving them toward shared goals
- Demonstrated expertise in problem-solving and decision-making in fast-paced environments
- Fluent proficiency in English (written and spoken)
- Exceptional communication skills with the ability to effectively collaborate with the whole team
- Experience in analyzing performance metrics and creating actionable reports
- High level of organizational skills, with the ability to manage multiple priorities simultaneously
- Proactive attitude and dedication to continuous process and team improvement
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