Customer Support Team Lead — iGaming Operations

Despre specialist

iGaming customer operations specialist with over three years in support roles at online betting and casino operators. Progressed from frontline customer service to Team Lead, running an English-language support team: owned KPI and CSAT reporting, built shift schedules, distributed workload across the team and handled escalated cases end to end. Onboarded and mentored new agents to keep service quality consistent across shifts. Earlier delivered Georgian- and Russian-language support across multiple channels, covering account enquiries, technical assistance and complaint resolution in a fast-paced environment. Works in Georgian (native), Russian C1 and English B2, with basic German, and is currently completing a degree in informatics and control systems. Suited to structured, metric-driven support operations and remote teams.

Competențe

Experiență de muncă

Team Lead — iGaming operator, customer support — Dec 2025 – Jun 2026: led an English-language support team, owned KPI and CSAT reporting, shift scheduling, workflow distribution and escalated cases; onboarded and mentored new agents. Customer Service Representative — same iGaming operator — Nov 2024 – Nov 2025: multilingual support in English and Russian across multiple channels, resolving client queries at high volume. Customer Service Representative — Georgian betting operator — Feb 2023 – Oct 2024: Georgian-language support covering account enquiries, technical assistance and complaint resolution.

Educație

Georgian Technical University — Faculty of Informatics and Control Systems, 2022 – present

Limbi

Georgian Native, Russian C1, English B2, German A2