Customer Support Team Lead

Nextchallenge; Województwo pomorskie; Hybrid; PLN 156,000 - 212,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work model

Career growth

Job summary

Nextchallenge in Gdansk is seeking a Customer Support Team Lead to build and motivate a high-performing team. You will guide daily operations, coach agents, and ensure exceptional customer experiences across channels.

You'll monitor KPIs such as response and resolution times, CSAT, and service quality, while collaborating with other departments to improve processes. The role offers a hybrid work model and opportunities for professional growth.

Qualifications

• Experience in a customer support leadership role.
• Strong people management and communication skills.
• Experience with customer support platforms and CRM systems.
• Good command of English.

Responsibilities

• Lead and develop the daily operations of the customer support team.
• Coach, mentor, and develop team members.
• Monitor key performance indicators including response time, resolution time, CSAT and service quality.
• Optimize support processes and workflows.
• Handle escalated customer issues and complex cases.
• Collaborate with other departments to improve customer experience.
• Support recruitment, onboarding and training of new team members.
• Ensure high service standards across all customer communication channels.

Skills

Customer Support leadership

People management

English proficiency

Analytical mindset

Prioritization

Tools

CRM systems

Job description

Customer Support Team Lead

A licensed and regulated sportsbook and casino operator in Poland is looking for a Customer Support Team Lead.

Role Overview

Our partner is looking for a Customer Support Team Lead who knows how to build, motivate, and develop a high-performing customer support team. If you're passionate about customer experience, enjoy leading people, and know how to turn challenges into solutions, we'd love to meet you.

Key Responsibilities

• Lead and support the daily operations of the Customer Support team;
• Coach, mentor, and develop team members;
• Monitor key performance indicators, including response time, resolution time, CSAT, and service quality;
• Optimize support processes and workflows;
• Handle escalated customer issues and complex cases;
• Collaborate with other departments to improve customer experience;
• Support recruitment, onboarding, and training of new team members;
• Ensure high service standards across all customer communication channels.

Required Skills & Experience

• Previous experience in a Customer Support leadership role;
• Strong people management and communication skills;
• Experience working with customer support platforms and CRM systems;
• Analytical and problem-solving mindset;
• Ability to manage priorities in a fast-paced environment;
• Experience in iGaming, sports betting, fintech, or another digital industry is a strong advantage;
• Good command of English.

The Company Guarantees You The Following Benefits

• Competitive salary;
• Opportunity to shape the marketing strategy of a fast-growing sportsbook & casino operator;
• Dynamic, friendly and innovative work environment;
• Career growth and professional development opportunities;
• Hybrid work model with flexibility.

Interview Process

• A 30-minute interview with a Recruiter to get to know you and your experience;
• A final 2-hour interview with 4 team members to gauge your fit with company culture and working style.

Job Specifications

Role Occupation

Onsite, Hybrid

Location

Gdansk

Role Direction

Client Support

Seniority Level

Lead