Team Lead, Customer Support (iGaming)

About the role

We are looking for a Team Lead to build and grow our Customer Support function. In the first phase, you will work hands-on with user inquiries to get to know the product, internal processes, and our audience. After the onboarding period, you will form a dedicated Customer Support team and lead its development.

What you'll do

Handle user requests personally during the initial phase to master the product and processes
Build, manage, and develop the Customer Support team
Distribute workload, monitor quality, review errors, and give regular feedback
Handle complex, escalated, and VIP cases
Create and improve guidelines, processes, and scripts
Prepare analytics and reports on team performance
Work closely with Payments, Fraud/Risk, KYC, Product, and CRM teams

Requirements

6+ months of experience as a Team Lead / Supervisor in Customer Support within iGaming, online casino, or sweepstakes casino
Solid understanding of the gambling industry and Customer Support processes
Russian and English at C1 level (fluent written and spoken)
Team management experience: workload distribution, quality control, error analysis, and feedback
Experience with complex and conflict cases and VIP players
Knowledge of casino products: bonuses, deposits, withdrawals, KYC, Responsible Gaming, account restrictions, and common user issues
Experience creating and improving documentation, processes, and scripts
Analytical skills and reporting experience
Independence, accountability, and readiness to make decisions
Working conditions
Location: Prague office or remote
Salary: up to $2,000, depending on interview results
Cooperation format: the company operates officially; cooperation is formalized by contract (sole proprietor / self-employed), with payments made officially to your bank account
Schedule: 5/2, 9-hour shifts, rotating. Available shifts: 06:00–15:00, 14:00–23:00, 23:00–08:00. Shifts may change weekly or be agreed with management based on team needs
Days off do not always fall on Saturday and Sunday and may fall on weekdays
Breaks: remote: 30-minute lunch + 3 × 15-minute breaks.
Prague office: 1-hour lunch + 3 × 15-minute breaks
Important: the candidate must be ready to work all three shifts, including night shifts.