Customer Support Team Lead

دوام كامل في Pentasia في UAE

نُشرت يوم January 18, 2025

تفاصيل الوظيفة

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.

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Pentasia

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Customer Support Team Lead

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