Team Lead, Customer Support (iGaming)

About the role We are looking for a Team Lead to build and grow our Customer Support function. In the first phase, you will work hands-on with user inquiries to get to know the product, internal processes, and our audience. After the onboarding period, you will form a dedicated Customer Support team and lead its development. What you'll do Handle user requests personally during the initial phase to master the product and processes Build, manage, and develop the Customer Support team Distribute workload, monitor quality, review errors, and give regular feedback Handle complex, escalated, and VIP cases Create and improve guidelines, processes, and scripts Prepare analytics and reports on team performance Work closely with Payments, Fraud/Risk, KYC, Product, and CRM teams Requirements 6+ months of experience as a Team Lead / Supervisor in Customer Support within iGaming, online casino, or sweepstakes casino Solid understanding of the gambling industry and Customer Support processes Russian and English at C1 level (fluent written and spoken) Team management experience: workload distribution, quality control, error analysis, and feedback Experience with complex and conflict cases and VIP players Knowledge of casino products: bonuses, deposits, withdrawals, KYC, Responsible Gaming, account restrictions, and common user issues Experience creating and improving documentation, processes, and scripts Analytical skills and reporting experience Independence, accountability, and readiness to make decisions Working conditions Location: Prague office or remote Salary: up to $2,000, depending on interview results Cooperation format: the company operates officially; cooperation is formalized by contract (sole proprietor / self-employed), with payments made officially to your bank account Schedule: 5/2, 9-hour shifts, rotating. Available shifts: 06:00–15:00, 14:00–23:00, 23:00–08:00. Shifts may change weekly or be agreed with management based on team needs Days off do not always fall on Saturday and Sunday and may fall on weekdays Breaks: remote: 30-minute lunch + 3 × 15-minute breaks. Prague office: 1-hour lunch + 3 × 15-minute breaks Important: the candidate must be ready to work all three shifts, including night shifts.