English-Speaking Customer Service Team Leader

About the role

Business Support Solutions is looking for an English‑speaking Customer Service Team Leader to manage and develop its front‑line support team. You will ensure high‑quality responses, maintain service‑level standards, and act as the first point of escalation for complex issues.

Key responsibilities

• Oversee day‑to‑day operations of the customer service team.
• Monitor service levels and KPIs such as CSAT, resolution time, and QA.
• Investigate and resolve customer complaints promptly.
• Track and analyse feedback, escalating recurring issues to relevant departments.
• Conduct regular 1:1 coaching, evaluations and performance reviews.
• Identify training needs and organise refresher sessions.
• Plan and manage team schedules and shift rotations.
• Foster a collaborative environment and resolve conflicts professionally.
• Prepare reports on service metrics and team performance.
• Liaise with HR on simple administrative tasks and undertake additional duties as assigned.

Required profile

• Bachelor's degree in any field.
• 4–6 years of experience leading a customer service team, preferably in the iGaming industry.
• Excellent spoken and written English communication skills.
• Strong interpersonal and leadership abilities with a coaching mindset.
• Ability to adapt to shifting schedules and changing business needs.

Required skills

• Hands‑on experience with Zendesk, Intercom or Freshdesk.
• Proficiency in Microsoft Excel, Word and PowerPoint.

What we offer

• Competitive salary package aligned with experience.
• Comprehensive health insurance.
• Monthly meal allowance.
• Continuous learning, development support and clear career advancement opportunities.