Customer Service Team Leader

Entain; Kahnawake; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading sports betting and gaming firm in Kahnawake is seeking a Team Leader for their Customer Service team. In this hybrid role, you will coach and support agents while ensuring exceptional service in a fast-paced, 24/7 environment. The ideal candidate will have leadership experience and a strong commitment to team culture and performance. The position offers competitive compensation and benefits.

Benefits

Competitive compensation

Annual bonus plan

Collaborative team culture

Qualifications

• Demonstrated leadership experience in customer service or contact center environments.
• Proven ability to coach and hold team members accountable.
• Experience in high-volume, chat-centric environments preferred.

Responsibilities

• Lead and coach a team of Customer Service Agents.
• Manage daily team operations and coaching.
• Collaborate with cross-functional teams to improve customer journey.

Skills

Leadership experience

Coaching performance

Excellent communication skills

Real-time decision-making

Flexibility in scheduling

Job description

About the Role

In this role, you’ll lead a team of Customer Service Agents, ensuring operational excellence while fostering a high-performance, accountable, and player-centric team culture. We’re looking for someone who can hit the ground running, someone who’s not only led teams, but who understands what it takes to deliver measurable results in a 24 / 7 digital support environment.

This is a 24 / 7 operation.

The Team Leader schedule for this position consists of four 10-hour shifts, followed by 3 days off, with some weekend work. Shift times rotate to cover the day and evening. Flexibility to support various shifts is required to lead effectively across the team.

This role is hybrid with 2 days / week expected to be in the office. #LI-Hybrid

What You’ll Be Responsible For

• Leading, coaching, and supporting a team of Customer Service Agents to meet and exceed performance targets, while delivering exceptional support via live chat, phone, and email across our Sportsbook and Casino products.
• Building a culture rooted in trust, accountability, empathy, and performance, knowing when to support, when to challenge, and how to grow your team.
• Managing daily team operations, including real-time support, escalations, adherence to service levels, and coaching in the moment.
• Using data (CSAT, QA, AHT, etc.) to drive individual and team-level development and decision-making.
• Collaborating with peers, managers, and cross-functional teams (Risk, Payments, CRM, etc.) to improve the customer journey.
• Contributing to operational strategies and feedback loops that directly support player satisfaction and business growth.

Qualifications

• Demonstrated leadership experience in a customer service, contact center, or online operations environment.
• Proven ability to coach performance, hold team members accountable, and maintain high standards.
• Excellent communication, judgment, and real-time decision-making skills.
• Experience working in high-volume, chat-centric environments (multi-chat preferred).
• Flexibility to work a rotating, non-traditional schedule in a 24 / 7 setting.
• A commitment to fostering a trust-based, feedback-rich, high-performance team culture.
• Interest in or experience with the online casino or sportsbook industry.

What Success Looks Like in the First 90 Days

• You’ve built trust with your team and established a coaching rhythm.
• You’re confidently handling escalations and driving shift consistency.
• You’ve contributed ideas to improve the customer experience or team operations.
• Your team is on track to meet goals — and knows what’s expected of them.
• You’ve begun forming strong partnerships across the wider Ops and Product teams.

What’s In It For You

• A leadership role in a growing, innovative Canadian business backed by a global industry leader.
• The chance to make a direct, visible impact in a fast-moving environment.
• A dynamic, collaborative team culture where your growth matters.
• Competitive compensation and benefits, including annual bonus plan.

At Entain, we do what\'s right. It\'s one of our core values and that\'s why we\'re taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.