Customer Success Team Lead

• Lead and develop a team of specialists/analysts working on customer service processes and quality;

• Manage multiple projects simultaneously, from concept through implementation;

• Design new customer service processes and optimise existing ones;

• Document business processes using BPMN notation (as-is / to-be diagrams);

• Understanding of contact centre operations (SLA, FR, CT), line workload, staffing, and daily operational specifics;

• Oversee and contribute to quality control: analyse quality metrics, identify bottlenecks, propose and implement improvements;

• Define requirements for changes to scripts, guidelines, and operator instructions;

• Set goals, priorities, and development plans for the team;

• Coordinate changes with related departments (IT, training, HR, product);

• Prepare project status reports and presentations for senior management;

• Act as a point of escalation for complex process or quality issues.

• Proven experience in a Team Leader or Operations Manager role within customer support or iGaming environments;

• Demonstrated experience managing Supervisors and multi-level support teams;

• Strong understanding of customer support operations, KPIs, and service quality frameworks;

• Advanced analytical skills with the ability to interpret data, identify patterns, and drive strategic decisions;

• Experience working with CRM systems, ticketing platforms, and performance analytics tools;

• Knowledge of industry regulations, compliance standards, and best practices - will be a plus.

• Proven experience documenting business processes in BPMN notation (Bizagi, Camunda Modeler, Visio, draw.io, or similar);

• Experience working with quality control systems (speech analytics, evaluation checklists, call/interaction scoring);

• Strong data analysis skills (Excel/Google Sheets; BI tools - will be a plus).

• Strategic thinker with a strong business and customer-centric mindset;

• Confident leader capable of influencing and aligning Supervisors and teams toward shared goals;

• Highly analytical, detail-oriented, and comfortable making data-driven decisions;

• Proactive, solution-oriented, and able to anticipate challenges before they arise;

• Calm and resilient under pressure, especially when managing large teams or regional incidents;

• Strong sense of ownership and accountability for regional performance and outcomes;

• Adaptable and comfortable working in a fast-paced, constantly evolving environment;

• Excellent organisational, prioritisation, and time-management skills;

• Collaborative and transparent communication style, fostering trust and engagement across teams;

• Committed to continuous improvement, innovation, and people development.

Apply, and let your growth journey begin.