Customer Support Team Leader

Remotedxb; Dubai; On-site; AED 180,000 - 300,000; Full time

Benefits offered by this job

Health & Wellness Focus

Global Medical Coverage

Growth Opportunities

Benefits Programs (gym, stomatology,心理

Performance-Driven Rewards

Dynamic Work Environment

Job summary

Call Power is seeking a senior leader to manage regional customer support for a global gaming operation. You will oversee Supervisors and agents, shaping regional strategies and ensuring high service quality across channels.

You will drive data-informed decisions, coach leaders, and coordinate with Product, Payments, Compliance, Risk, and Ops teams to enhance the customer experience. This role requires strong leadership in a fast-paced, regulated environment.

Qualifications

• Proven experience in a Team Leader, Operations Manager, or Senior Supervisory role within customer support or iGaming.
• Experience managing Supervisors and multi-level support teams.
• Strong understanding of customer support operations, KPIs, and service quality frameworks.
• Advanced analytical skills with the ability to interpret data and drive strategic decisions.
• Experience working with CRM systems, ticketing platforms, and performance analytics tools.
• Knowledge of industry regulations and compliance standards is a strong advantage.

Responsibilities

• Lead and oversee Customer Support operations for an assigned region, managing Supervisors and their teams of agents.
• Define and execute regional customer support strategies aligned with company objectives and growth targets.
• Monitor overall team performance, ensuring productivity, quality, and compliance across chat, tickets, and calls.
• Analyze operational data and KPIs to identify trends, risks, and opportunities for improvement.
• Provide strategic guidance and coaching to Supervisors.
• Collaborate with Product, Payments, Compliance, Risk, and Operations teams to improve customer experience.
• Oversee handling of high-level escalations and critical incidents.
• Lead regional projects aimed at improving efficiency and operational scalability.
• Manage regional planning, capacity forecasting, and resource allocation.
• Prepare and present performance reports and strategic recommendations to senior management.

Skills

People leadership

Operations management

iGaming industry knowledge

KPIs & analytics

CRM & analytics tools

Compliance awareness

Tools

CRM systems

Ticketing platforms

Analytics tools

Job description

About the Company

Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. They focus on delivering high-quality, personalized gaming experiences through advanced technology and localized services.

Responsibilities

• Lead and oversee Customer Support operations for an assigned region, managing Supervisors and their teams of agents
• Define and execute regional customer support strategies aligned with company objectives and growth targets
• Monitor overall team performance, ensuring productivity, quality, and compliance across chat, tickets, and calls
• Analyze operational data and KPIs to identify trends, risks, and opportunities for improvement
• Provide strategic guidance and coaching to Supervisors
• Collaborate with Product, Payments, Compliance, Risk, and Operations teams to improve customer experience
• Oversee handling of high-level escalations and critical incidents
• Lead regional projects aimed at improving efficiency and operational scalability
• Manage regional planning, capacity forecasting, and resource allocation
• Prepare and present performance reports and strategic recommendations to senior management

Requirements

• Proven experience in a Team Leader, Operations Manager, or Senior Supervisory role within customer support or iGaming
• Demonstrated experience managing Supervisors and multi-level support teams
• Strong understanding of customer support operations, KPIs, and service quality frameworks
• Advanced analytical skills with the ability to interpret data and drive strategic decisions
• Experience working with CRM systems, ticketing platforms, and performance analytics tools
• Knowledge of industry regulations and compliance standards is a strong advantage

Benefits

• Health & Wellness Focus
• Global Medical Coverage
• Growth Opportunities
• Benefits Programs (gym, stomatology, psychological services, etc.)
• Performance-Driven Rewards
• Dynamic Work Environment