iGaming Team Lead
About us:
WorkaNova is a BPO company with extensive experience in the industry, renowned for providing global customer support solutions. Our client, a leader in the iGaming sector, is developing a large-scale, long-term, and highly promising project with significant growth potential.
We are seeking an experienced and results-driven Team Leader to lead our customer support department in the iGaming industry. This critical role requires a proactive and strategic individual with a strong background in online casinos who can oversee a team delivering exceptional customer experiences via phone, email, and chat. As a manager, you will be responsible for optimizing processes, collaborating with project manager, and ensuring team excellence while driving continuous improvement across all support functions.
Responsibilities:
· Act as the primary point of contact for project manager, providing actionable recommendations to enhance processes and outcomes.
· Proactively identify and resolve challenges within the team and operations, maintaining high-quality standards and efficiency.
· Train, motivate, and develop customer support agents, fostering a culture of excellence and continuous learning.
· Generate detailed performance reports for the team and operations, delivering insights and actionable feedback to senior leadership.
· Implement and refine strategies to exceed customer satisfaction and operational goals.
· Accept and act on constructive feedback to improve operational outcomes and personal management performance.
Requirements
Benefits
- Competitive salary and performance-based incentives.
- Office-based work environment with a collaborative and supportive team.
- Dynamic and international workplace.
- Ongoing training and professional development opportunities.
- Opportunities for career growth within the iGaming industry.
- Happy Fridays and regular team engagement activities.
Skills Required
- At least 3 years of experience as a Customer Support Team Lead
- Significant experience in the iGaming industry
- Strong team leadership and motivation skills
- Problem-solving and decision-making experience in fast-paced environments
- Fluent written and spoken English
- Exceptional communication and collaboration skills
- Experience analyzing performance metrics and creating actionable reports
- Strong organizational skills and ability to manage multiple priorities
- Proactive attitude and commitment to continuous process and team improvement
What We Do
WorkaNova is a global business-process-outsourcing (BPO) and customer-experience specialist serving iGaming operators and other companies. It provides multilingual live-chat, email and ticket support, second-line support, quality assurance, VIP player support, sales, technical support, and back-office services. The company builds dedicated teams, manages service levels and reporting, and supports partners across international markets and multiple time zones.
