Customer Support Team Lead

Job Title: Customer Support Team Lead

Location: Tbilisi, Georgia

About the Role

We’re seeking an experienced Team Lead to oversee our Customer Service team in Tbilisi. In this role, you’ll ensure high-quality player support, drive team performance, and promote a culture of excellence. This is an exciting opportunity to make an impact in a growing iGaming environment.

Responsibilities:

• Oversee day-to-day operations of the Customer Service team, ensuring high-quality support and quick response times.
• Monitor team performance, set KPIs, and provide regular feedback to meet targets.
• Train, mentor, and develop team members to maintain a high level of product knowledge and customer interaction skills.
• Handle escalated customer issues to ensure timely and effective resolutions.
• Collaborate with cross-functional teams, including Payments, Fraud, and Technical Support, to improve the overall player experience.
• Gather and analyze player feedback to identify trends and propose improvements to customer service processes.
• Maintain updated records and reports on team performance, customer issues, and key insights for management.

Requirements:

• 3+ years of experience in a customer service role, with at least 1 year in a team leadership position, preferably within the iGaming or gambling industry.
• Fluency in English and Hindi is required.
• Strong communication, organizational, and leadership skills.
• Ability to work under pressure and adapt to a fast-paced environment.
• Excellent problem-solving skills with a proactive and solution-oriented mindset.
• Familiarity with CRM tools, customer support software, and industry best practices.

What We Offer:

• Salary Gross US $18-24K
• Opportunities for professional growth and development.
• Dynamic and inclusive work environment.
• Relocation assistance if required.