Customer Support Team Lead

About the role

We are seeking an experienced Customer Support Team Lead to join our Belgrade office. In this role you will lead the Support team, ensure smooth daily operations and uphold high service standards to deliver an excellent customer experience in a dynamic iGaming environment.

Key responsibilities

• Lead, support and motivate the Support team in day‑to‑day operations, stepping in during peak periods.
• Monitor support queues, KPIs such as response time, resolution time and CSAT, and take corrective actions.
• Conduct regular 1‑on‑1 meetings, provide feedback and support individual development.
• Oversee onboarding, training and continuous coaching, identifying knowledge gaps and organising targeted sessions.
• Perform quality spot‑checks, promote best practices and ensure correct ticket‑management procedures.
• Act as the main liaison between the Support team and Management, collaborating with QA, Payments/VIP and other departments.

Required profile

• Previous experience in Customer Support, preferably within the iGaming industry.
• Proven experience in a Team Leader, Supervisor or similar leadership role.
• Strong understanding of support operations, KPIs and service standards.
• Excellent communication, interpersonal and organisational skills.
• Proactive, solution‑oriented mindset with the ability to make fair, well‑informed decisions.
• Fluent English, both written and spoken.

What we offer

• A key leadership position within a professional and collaborative Support department.
• Opportunities for career growth and professional development.
• Ability to directly influence team performance, customer experience and operational improvements.
• Hybrid work model in Belgrade, combining office presence with remote flexibility.