spinhireSupport Team Lead
Runs a team of agents: shift rota, chat quality, training new starters and handling the tough escalations.
Support Team Lead, Malta & Cyprus, middle: €3 200–4 200 per month gross · SpinHire data as of
What the role involves
Support Team Lead is the first rung of management in casino operations. You build the shift rota around 24/7 demand, review and score chats, train new starters, untangle contentious cases and stand up for the team in front of the operations leadership. At larger companies you will have 10–25 agents across several languages reporting to you.
Responsibilities
- Planning shifts and 24/7 language coverage
- Chat quality control and feedback to agents
- Onboarding and training new hires
- Handling complex escalations and contentious cases
- Reporting on support metrics
- Taking part in agent hiring
How performance is measured
- Team CSATplayer satisfaction score after a support contact
- Response-time SLA adherenceagreed standard for response speed and quality
- Team attrition
- Time for a new starter to reach target
Skills required
Professional skills
- Rota and workload management
- Helpdesk systems and their reporting
- Service quality metrics
- Expert-level product knowledge
Soft skills
- People management
- Giving feedback without conflict
- Staying calm at peak load
Tools
Languages: English C1 plus the language of your team.
Pay: salary bands by seniority
Ranges are in euros per month, gross (before tax), excluding bonuses. The data comes from industry job postings and offers reported by candidates; figures are a benchmark, not a guarantee.
Malta & Cyprus
| Level | Salary range, €/month | Median |
|---|---|---|
| Junior | €2 400 – €3 000 | €2 700 |
| Middle | €3 200 – €4 200 | €3 700 |
| Senior | €4 500 – €6 000 | €5 250 |
| Head / Lead | €6 500 – €9 000 | €7 750 |
Poland, Romania, Baltics
| Level | Salary range, €/month | Median |
|---|---|---|
| Junior | €1 700 – €2 200 | €1 950 |
| Middle | €2 400 – €3 200 | €2 800 |
| Senior | €3 400 – €4 600 | €4 000 |
| Head / Lead | €5 000 – €7 000 | €6 000 |
Remote · Tbilisi, Yerevan, Kyiv
| Level | Salary range, €/month | Median |
|---|---|---|
| Junior | €1 300 – €1 800 | €1 550 |
| Middle | €2 000 – €2 800 | €2 400 |
| Senior | €3 000 – €4 200 | €3 600 |
| Head / Lead | €4 500 – €6 500 | €5 500 |
Bonuses: 10–15% annually based on team metrics.
How to break into the profession
Promoted from within only: 1–2 years as an agent, then senior, then team lead.
Working hours: Shift-based with on-call duty, often on-site.
Market demand: Steady demand from operators running large multilingual teams.
Where to grow next
Live jobs: Support Team Lead
FAQ
How long do you need to work as an agent before becoming a team lead?
Usually 1.5–3 years. Faster if you cover a rare language and take on training the new starters.
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