Customer Service Team Lead

Relia Sourcing; Philippines; On-site; PHP 300,000 - 550,000; Full time

Job summary

Relia Sourcing is seeking a Customer Service Team Lead to own the end-to-end support experience for a VIP-focused gaming environment. You will manage frontline CS operations, VIP escalations, and analytics to improve retention, lifetime value, and player satisfaction, while ensuring sweepstakes compliance.

Responsibilities span VIP tier ownership, team leadership, data reporting, process optimization, and cross-functional collaboration with Marketing, Product, Risk, and Compliance to drive

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
• Experience managing VIP or high-value player segments
• Proven ability to own KPIs tied to retention, churn, or revenue impact
• Strong analytical and reporting skills (Excel/Google Sheets, dashboards, KPIs)
• Excellent written and verbal communication skills

Responsibilities

• Own the VIP tier service model, including response SLAs, escalation workflows, and personalized support standards
• Partner with Marketing, Product, and VIP Management to support retention, reactivation, and revenue growth within VIP segments
• Track and report on Standard and VIP KPIs such 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
• 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
• Own CS and VIP reporting cadence (daily, weekly, monthly) for leadership
• Analyze service data to identify trends impacting player 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
• 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
• Collabor collab with Risk, Payouts, and Compliance teams to resolve VIP issues efficiently and compliantly
• Ensure all support operations adhere to sweepstakes 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

Job description

Schedule

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

Role Overview

TheCustomer Service Team Leadis responsible forend-to-end ownership of the support experience, including service standards, tier performance, and revenue-impacting metrics. This roleleadsfrontline 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

VIP Tier Ownership & Revenue Accountability

• 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
• Identifyat-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 toidentifytrendsimpactingplayer 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
• ReviewVIPand escalated cases for accuracy, tone, and resolution effectiveness
• Improve macros, workflows, and internal documentation to support scalable VIP operations
• Collab 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
• BI tools experience( Tableau, Power BI)
• Remote team leadership experience