This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Care Team Lead (Poker) based in United Kingdom.
Join a fast-growing iGaming support organization where customer experience is at the core of product success. In this leadership role, you will guide and develop a customer care team responsible for delivering high-quality support to poker players across multiple channels. You will shape operational standards, improve service performance, and ensure seamless collaboration between support, product, and operations teams. This position combines hands-on leadership with strategic process improvement, giving you the opportunity to directly influence customer satisfaction and operational efficiency. Working in a dynamic, remote-first environment, you will play a key role in scaling support capabilities while maintaining a strong focus on quality, speed, and player experience.
Accountabilities
- Develop, implement, and continuously improve customer care processes, operational procedures, scripts, and SLA standards to ensure high-quality support delivery.
- Define and monitor key performance indicators such as FRT, CSAT, wait time, and resolution metrics, ensuring consistent service excellence.
- Lead, coach, and develop customer care agents and supervisors, supporting their growth and performance improvement.
- Oversee onboarding and training programs, ensuring new team members are effectively integrated and equipped for success.
- Analyze support interactions and customer feedback to identify trends and drive improvements in customer experience.
- Collaborate closely with Product, Operations, and other internal teams to optimize workflows and enhance cross-functional efficiency.
- Participate in recruitment processes for agents and supervisors, ensuring strong team scaling and capability building.
- Support the development of a culture of accountability, quality, and continuous improvement within the support organization.
Requirements
- Minimum of 2 years of experience in customer care roles within poker or iGaming environments (Tier 1 markets preferred).
- At least 1 year of experience in a leadership or team lead role within customer support.
- Strong understanding of poker mechanics, including NLH, PLO, MTT, SNG, and bounty formats, as well as basic rakeback calculations.
- Experience working with SLA-driven support environments and key metrics such as FRT, CSAT, and wait time.
- Hands-on experience with omnichannel customer support platforms such as Zendesk, Freshdesk, or similar tools.
- Upper-Intermediate (B2+) or higher level of English for professional communication.
- Strong analytical, organizational, and problem-solving skills with a customer-first mindset.
- Ability to lead distributed teams, manage priorities effectively, and maintain performance under pressure.
- Experience with AI tools, chatbots, or automation in customer service is considered a plus.
- Prior experience building or scaling support teams from the ground up is an advantage.
Benefits
- Fully remote work with flexibility to choose your working environment.
- Official employment support in Ukraine or Poland, including assistance with administrative processes.
- 20 paid vacation days and sick leave to support work-life balance.
- Comprehensive medical insurance and psychological support coverage.
- Monthly flexible benefits allowance for sports, hobbies, wellness, or personal interests.
- Access to training programs, workshops, corporate English classes, and a digital learning library.
- Regular team events, workshops, and company gatherings.
- Clear career development paths with performance reviews and mentoring opportunities.
- Collaborative, low-bureaucracy environment focused on autonomy and continuous improvement.