Player Support Team Lead

Pole To Win International; Colombia; On-site; COP 66,960,000 - 111,600,000; Full time

Job summary

Pole To Win International in Colombia is seeking a Team Lead for our SIDE Global Player Support organization. You will lead a team through onboarding, readiness, and live service delivery, creating an environment where people can succeed through coaching, performance management, and ongoing development.

You will collaborate with Quality, Training, Operations, and Workforce Management to ensure a consistent player experience while meeting operational expectations.

Qualifications

• Experience leading Player Support or similar customer-experience teams.
• Proven coaching and people leadership skills.
• Experience managing performance through quality, productivity and service metrics.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Lead a team of Player Support Specialists through onboarding, training, and operational readiness.
• Create a positive, supportive, and accountable team culture.
• Deliver regular one-to-one meetings, coaching sessions, and performance reviews.
• Monitor operational performance against agreed service, quality, productivity, and compliance expectations.
• Support onboarding, nesting, and role readiness activities for new starters.
• Work with Quality, Training, and Operations to identify coaching opportunities and improve performance.
• Escalate operational risks, staffing concerns, and player-impacting issues when required.
• Promote knowledge sharing, collaboration, and continuous improvement across the team.
• Support readiness activities before launch and stabilization following go live.

Skills

Team leadership

Coaching

Performance management

Operational metrics

Stakeholder management

Communication

Job description

About The Role

As a Team Lead within SIDE's Global Player Support organisation, you will lead a team of Player Support Specialists through onboarding, operational readiness, and live service delivery. You will be responsible for creating an environment where people can succeed through structured coaching, performance management, operational guidance, and continuous development. Working closely with Quality, Training, Operations, and Workforce Management, you will help ensure the team delivers a consistent player experience while meeting operational expectations.

Requirements

What You'll Be Doing

• Lead a team of Player Support Specialists through onboarding, training, and operational readiness.
• Create a positive, supportive, and accountable team culture.
• Deliver regular one-to-one meetings, coaching sessions, and performance reviews.
• Monitor operational performance against agreed service, quality, productivity, and compliance expectations.
• Support onboarding, nesting, and role readiness activities for new starters.
• Work closely with Quality, Training, and Operations to identify coaching opportunities and improve performance.
• Escalate operational risks, staffing concerns, and player-impacting issues when required.
• Promote knowledge sharing, collaboration, and continuous improvement across the team.
• Support operational readiness activities before launch and stabilization following go live.

What You'll Bring

• Experience leading Player Support, Customer Support, Trust and Safety, or Customer Experience teams.
• Strong coaching and people leadership skills.
• Experience managing operational performance through quality, productivity, and service metrics.
• Ability to balance operational priorities while supporting individual development.
• Excellent communication and stakeholder management skills.
• Confidence working in a fast-paced operational environment.
• Passion for developing people and creating high-performing teams.

Keys For Success

• Build confident, capable teams through coaching and structured development.
• Create a culture of accountability and continuous improvement.
• Deliver operational consistency while supporting player experience.
• Support readiness through onboarding, mentoring, and knowledge sharing.
• Help teams transition confidently into live operations.

Originally posted on Himalayas