Customer Support Team Lead

Fun Project SP. z o.o.; Województwo pomorskie; Sur place; PLN 110 000 - 170 000; Plein temps

Résumé du poste

Lebull is seeking a Customer Support Team Lead to build, motivate, and develop a high-performing team. You will drive customer experience across channels and contribute to shaping support strategies in a fast-paced digital environment.

You will lead daily operations, coach staff, monitor KPIs of response time and CSAT, optimise processes, handle escalations, and collaborate with other departments while supporting recruitment and onboarding efforts.

Qualifications

• Experience leading a Customer Support team
• Strong people management and communication skills
• Experience with customer support platforms and CRM systems
• Analytical and problem-solving mindset
• Ability to manage priorities in a fast-paced environment
• Experience in digital industries is a strong advantage
• Good command of English

Responsabilités

• Lead and support the daily operations of the Customer Support team.
• Coach, mentor, and develop team members.
• Monitor KPIs such as response time, resolution time, CSAT, and service quality.
• Optimise 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 communication channels.

Connaissances

People management

CRM systems

Analytical thinking

Prioritization

Communication

Leadership

Outils

CRM platforms

Ticketing systems

Description du poste

At Lebull, we're 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.

What you'll do:

• 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.
• Optimise 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.

What we're looking for:

• 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.

Why Lebull?

We're building a customer-focused organisation where quality, efficiency, and teamwork matter. You'll have the opportunity to shape processes, develop people, and directly influence customer satisfaction.

Think you're the right person?