Lead Support Technician

BettingJobs are working with a growing eSports business who are looking for a Lead Support Technician to join their growing technical team on a remote basis.

About the Role:

They build and operate two online gamified casinos and are looking for a Lead Support Technician to own how they look after their players. You'll handle troubleshooting, oversee the frontline support team, run the QA and reporting processes, and be the person who decides what gets triaged, escalated, or fixed — the connective tissue between players, support, and engineering.

What You'll Do:

• Oversee frontline support agents — coach them, review their work, and help them level up.
• Own the QA process: set the quality bar for player interactions, review samples, and close the feedback loop with the team.
• Own the report process: how player reports and incidents are logged, tracked, and surfaced to the wider team.
• Own triage and escalation — decide what's urgent, route issues correctly, and escalate to engineering when needed.
• Improve the playbooks, tooling, and workflows that support runs on as the company scales.

What They're Looking For:

• 4+ years in technical support, including troubleshooting, ticket management, and leading other agents.
• Experience owning a QA or quality process — setting standards, reviewing work, giving feedback.
• Strong judgment on triage and escalation — you know what's urgent and what can wait.
• Clear written communicator, comfortable working across support, engineering, and product.
• Self-directed and effective working remotely.

Nice to Have:

• Experience in gaming, casino, fintech, or other real-money or high-throughput consumer products.
• Familiarity with regulatory or compliance considerations in online gaming.