Віддалена робота
Team Lead Sales
Віддалена робота
Повна зайнятість
We’re looking for an exceptional leader to build and lead our customer contact center, delivering world-class service and support to our players across casino and sportsbook verticals.
HOW YOU WILL MAKE AN IMPACT:
- Build the call center function from scratch, including structure, processes, service standards, KPIs, and tools.
- Hire, train, and motivate a high-performing team of agents and supervisors, fostering a culture of excellence and customer focus.
- Ensure regular player support via calls/sms.
- Implement quality assurance systems, communication scripts, and SLA standards to maintain outstanding customer satisfaction levels.
- Analyze key performance metrics (AHT, FCR, CSAT, SLA, etc.) and drive continuous improvement based on data insights.
- Collaborate closely with CRM, Product, VIP, and Payments teams to resolve escalations quickly and provide seamless player experiences.
Optimize processes, automation, and workload distribution to scale operations efficiently as the business grows.
WHAT WILL HELP YOU SUCCEED IN THE ROLE
- 2+ years of experience managing a call center in iGaming, fintech or a related industry.
- Proven experience building and scaling customer support teams from the ground up.
- Strong leadership skills with the ability to inspire and develop high-performing teams.
- Data-driven mindset with solid understanding of reporting tools and performance KPIs.
- Excellent communication and conflict-resolution abilities.
English level B2-С1+ (spoken and written).
HOW WE WILL KEEP YOU SMILING
- We offer flexible working hours and remote work setup, enabling you to plan your work around your life and not your life around work!
- We offer unlimited vacation days, and we provide sick leave of paid.
- We are ready to offer relocation support for candidates.
- A competitive compensation that values the skills and experience you bring.
- Employee referral bonus and gifts for your special days.
- Financial support in 50% for learning expenses to help you in your professional growth!
- With us, you will experience a positive atmosphere and a company culture where people are valued above all else. You'll also have the opportunity to participate in fun team-building activities.
Олена
