spinhireSupport Team Lead
Runs a team of agents: shift rota, chat quality, training new starters and handling the tough escalations.
Who is this and what does he do?
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.
Owns
- 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
What metrics are they used to evaluate?
- 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
What should you be able to do?
Professional skills
- Rota and workload management
- Helpdesk systems and their reporting
- Service quality metrics
- Expert-level product knowledge
Personal qualities
- People management
- Giving feedback without conflict
- Staying calm at peak load
Tools
Languages: English C1 plus the language of your team.
How much do they pay: salaries by grade
Arbs are indicated in euros per month, without the bonus part. The data is collected on industry jobs and offers reported by candidates; The numbers are a guideline, not a guarantee.
Malta & Cyprus
| Grade | Fork, €/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
| Grade | Fork, €/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
| Grade | Fork, €/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.
Related professions
More in Player support
Hiring a Support Team Lead?
Post a job for €49: it goes into search, into the Player support department and onto this page.
Post a job →