Customer Service Team Lead
- Abu Dhabi
- Permanent
- Full-time
- Lead and support a team of Customer Support Representatives handling live chat, voice calls, and emails for the gaming users.
- Jump in when needed to handle complex or sensitive player issues, ensuring swift and empathetic resolutions.
- Use performance data (like CSAT, FCR, AHT) to spot trends, celebrate wins, and find areas to grow.
- Help onboard new hires and coach your team to improve, grow, and deliver top-notch service.
- Coordinate with internal teams-Product, Risk, Payments, and Tech-to solve player issues faster.
- Take ownership of the customer loyalty and retention efforts, working alongside marketing when needed.
- Share weekly updates with leadership and help keep the service goals aligned with business priorities.
- Plan work schedules to ensure we're fully staffed during peak hours-players don't wait, and neither do we!
- Track team budgets and resources, keeping operations smooth and cost-effective.
- A Bachelor's degree in Business, Marketing, or a related field.
- At least 5 years of customer service experience, with 2+ years in a team lead role-bonus points if it's in iGaming or online entertainment.
- Strong background in chat and voice-based customer support.
- Familiarity with CRM and helpdesk tools (like Zendesk, Freshdesk, Intercom).
- Good with spreadsheets and collaboration platforms like Slack, Trello, or Google Workspace.
- Confident communicator who can connect well with both team members and customers-in English, Hindi, and Bengali.
- A natural problem-solver and decision-maker, even under pressure.
- Strong with time management and handling team schedules.