How you'll role

We are seeking a proactive and experienced Customer Support Team Leader to oversee fast-paced, day-to-day operations within the customer service team. The ideal candidate will be responsible for leading a team of customer support agents, ensuring high levels of customer satisfaction, and maintaining compliance with regulatory standards such as FICA and responsible gaming policies.

What you'll do

Team Leadership & Performance

• Supervise, mentor, and support a team of customer service agents across live chat, email, and social media channels

• Monitor performance against KPIs including response time, resolution rate, CSAT, adherence, and quality assurance

• Conduct regular performance reviews, coaching sessions, and monthly feedback reports

Operational Oversight

• Manage daily shift schedules to ensure 24/7 support coverage where applicable

• Handle escalated queries including complex FICA verifications, withdrawal issues, and responsible gambling matters

• Ensure adherence to internal processes and regulatory requirements in all customer interactions

Training & Development

• Onboard new team members and provide ongoing training on tools, processes, and product updates

• Identify knowledge gaps and develop training workshops to upskill the team

Process Improvement

• Collaborate with other departments (Risk, Finance, Product) to streamline support workflows

• Identify inefficiencies and contribute to the development of SOPs and macro responses

• Monitor trends in customer queries to propose product or service improvements

Reporting & Analytics

• Generate daily/weekly reports on team performance, query types, and service levels

• Provide insights to management to support decision-making and resource planning