Customer Service Team Lead

As a Customer Support Team. Lead, you will be responsible for driving team performance, managing behavioral and coaching needs, and ensuring team member support. This role plays a key part in shaping performance metrics, KPIs, standards, policies, procedures, and the supporting technologies to ensure optimal outcomes. Additionally, it contributes significantly to our success in the market by aligning with local cultural and customer needs, and by collaborating across departments to share insights and influence continuous improvement.

Your Squad:

Our team is all about good vibes and working together like a tight-knit crew. We create a warm and inclusive environment where everyone feels welcome so don't worry if you don't have specific industry experience - we're looking for friendly, outgoing folks. So, if you've excelled in customer-support lead roles, we want you on our team We're big on collaboration, celebrating wins, and helping each other grows.

Our Story:

We are a well-established tech startup, we pride ourselves on being early adopters, progressive in our approach and adaptable to the ever-changing technology landscape. Our core focus is in the online gaming space, building well-designed casino games, and sportsbooks. 

Role and Responsibilities

• Lead and manage a team of bilingual customer support representatives in a 24/7 support environment by creating an engaging environment that fosters high performing loyal team members
• Monitor and evaluate team performance and provide coaching and feedback to improve overall customer satisfaction
• Act as a liaison between the customer support team and other departments and third party providers
• Team members adhere and are trained on company policies and procedures and comply with relevant regulations
• Monitor and analyze customer feedback and trends, and make recommendations for improvements 
• Develop and implement KPIs and performance metrics for the team
• Assist with general team administration (rostering, access, tech issues and comms)
• Assist in creating and implementing a quality and learning framework for the team along with policies and procedures
• Assist HO in understanding and communicating risks and impacts from other departments
• Provide performance reviews for individuals and set clear expectations
• Enable and support ongoing development plans for team members 
• Escalated customer support issues

Work experience and skills

• Excellent communication skills, both written and verbal, in both English and Spanish
• Experience in managing customer support teams 
• Strong understanding of customer service processes and best practices
• Experience in coaching and upskilling team members.
• Knowledge of quality assurance and monitoring processes
• Ability to work with senior members to provide insights and ideas
• Strong analytical and problem-solving skills 
• Proven experience in balancing business needs and people needs 
• Background in customer experience or customer service management
• Experience in developing and implementing customer focused quality/CSAT frameworks
• Experience leading cross-functional teams
• Previous experience working with Slack, G-Suite,

Personal qualities and behavioral traits

• Excellent communication and written skills
• Ability to take initiative
• Customer and solution focused
• Ability to work under pressure and meet deadlines
• Commitment to continuous learning and improvement
• Strong leadership and team management skills

Relationships

• Operations Manager roles who will support you day to day
• Payments providers and internal payments coordinator/team
• Closely work with our other operational departments to escalate, solve and investigate issues and support our customers needs. Including but not limited too
• KYC team
• Fraud and AML
• Tech Support

Benefits:

Some of the perks of working for us:

• Snacks at the office
• Welcome and Birthday Lunch.
• English Classes, and we have many many more initiatives