Overview
B2Spin is seeking an experienced Customer Support Team Lead to oversee our team of Customer Support Specialists + Shift Leads. The ideal candidate will possess strong leadership skills, extensive experience in customer service, and the ability to inspire and motivate a team. As a Team Lead, you will ensure that your team delivers outstanding support and exceeds customer expectations.
Key Responsibilities
- Team Leadership: Manage and lead a team of Customer Support Specialists + Shift Leads, ensuring high levels of team performance and customer satisfaction.
- Training & Development: Conduct training sessions for new hires and provide ongoing training and development for team members.
- Performance Management: Monitor team performance against company KPIs and SLAs; provide regular feedback, coaching, and one-on-one sessions to improve individual and team performance.
- Quality Assurance: Oversee the quality of customer interactions, ensuring all team members adhere to company guidelines and communication standards.
- Issue Escalation: Act as the first point of contact for escalated customer issues; resolve complex problems that require a deeper level of customer understanding and discretion.
- Reporting: Generate reports on team performance, customer feedback, and service issues to provide to the management team for strategic planning.
- Scheduling: Manage team schedules to ensure full coverage 24/7, including weekends and public holidays.
- Qualifications
- Experience: Minimum of 3-5 years in customer service, with at least 2 years in a leadership role, preferably in the igaming/gambling/casino industry.
- Skills: Strong leadership and people management skills; proficient in Zendesk and other CRM software; exceptional communication and conflict resolution skills.
- Characteristics: Proactive, results-oriented, with a high degree of initiative and independence.
Benefits
- Competitive salary with performance bonuses
- Flexible, remote work environment
- Comprehensive training and development programs
- Opportunities for career advancement in a fast-growing international company