Customer Service Team Lead

Reliasourcing; Pasay; On-site; PHP 446,400 - 669,600; Full time

Job summary

A prominent gaming company in Metro Manila, Philippines, is looking for a Customer Service Team Lead. This role involves managing the support experience for VIP players and leading a team to ensure high service standards. The ideal candidate will have over 3 years of experience in customer service within the gaming industry, with strong analytical skills and a proven ability to enhance player satisfaction. Leadership experience is crucial, as this role requires setting performance expectations and identifying improvement opportunities.

Qualifications

• 3+ years of customer service experience in sweepstakes, social casino, iGaming, or online gaming.
• 1–2+ years in a CS Team Lead, Supervisor, or Operations role.
• Strong analytical and reporting skills.

Responsibilities

• Own the VIP tier service model, including response SLAs and escalation workflows.
• Lead, coach, and develop a team of Customer Service Agents.
• Analyze service data to identify trends impacting player satisfaction.

Skills

Customer service experience

Analytical skills

Communication skills

Experience managing VIP segments

Tools

Excel

Google Sheets

Job description

Flexible availabilityrequired, including evenings, weekends, and peak promotional periods

Role Overview

TheCustomer Service Team Leadis responsible for end-to-end ownership of the support experience, including service standards, tier performance, and revenue-impacting metrics. This role leads frontline CS operations, manages VIP escalations, and uses reporting and analytics to improve retention, lifetime value, and overall player satisfaction—while ensuring full sweepstakes compliance.

Key Responsibilities

• Own theVIP tier service model, including response SLAs, escalation workflows, and personalized support standards
• Partner with Marketing, Product, and VIP Management to supportretention, reactivation, and revenue growthwithin VIP segments
• Track and report onStandard andVIP KPIssuch as retention rate, churn, ARPU/LTV trends, redemption velocity, and service-related revenue impact
• Identify at‑risk high‑value players and implement proactive outreach and service interventions
• Ensure VIP support aligns with promotional terms, sweepstakes rules, and responsible play guidelines

Team Leadership & Operations

• Lead, coach, and develop a team of Customer Service Agents handling both standard and VIP player queues
• Set performance expectations and ensure adherence to quality, productivity, and SLA targets
• Conduct regular performance reviews, coaching sessions, and targeted training
• Serve as the final escalation point for complex or sensitive and high‑impact player issues

Reporting & Data Analysis

• Own CS and VIP reporting cadence (daily, weekly, monthly) for leadership
• Analyze service data to identify trends impactingplayer satisfaction, retention, and revenue
• Build dashboards and summaries covering CSAT, FCR, response times, VIP SLAs, and backlog health
• Translate data insights into actionable operational improvements and staffing recommendations

Quality Assurance & Process Optimization

• Ensure consistent, high‑quality, and compliant player communications across all channels
• Review VIP and escalated cases for accuracy, tone, and resolution effectiveness
• Improve macros, workflows, and internal documentation to support scalable VIP operations
• Collaborate with Risk, Payouts, and Compliance teams to resolve VIP issues efficiently and compliantly

Compliance & Risk Alignment

• Ensure all support operations adhere tosweepstakes laws, platform policies, and responsible gaming standards
• Support KYC, eligibility, and payout‑related VIP escalations
• Maintain detailed documentation and audit trails for VIP and high‑risk cases

Qualifications

Required

• 3+ years of customer service experience insweepstakes, social casino, iGaming, or online gaming
• 1–2+ years in aCS Team Lead, Supervisor, or Operations role
• Demonstrated experience managingVIP or high‑value player segments
• Proven ability to own KPIs tied toretention, churn, or revenue impact
• Strong analytical and reporting skills (Excel/Google Sheets, dashboards, KPIs)
• Excellent written and verbal communication skills

Preferred

• Experience withVIP tier structures and loyalty programs
• Familiarity with KYC, payouts, fraud, and risk escalations
• Experience collaborating with Marketing or CRM teams on VIP initiatives