Team Leader

Team LeaderCustomer Operations Team Leader 1

Job title: Team Leader
Location: Sofia

Overview of the role:
Are you ready to lead, inspire, and make a real difference? We have an exciting new role in our Customer Support team for someone who is enthusiastic, organised and enjoys building strong relationships. As a Team Leader, you’ll be at the heart of delivering exceptional service to our valued customers while empowering and developing your team to achieve their best. This dynamic role is your chance to tackle challenging customer queries, manage escalations, and shape a high-performing team through mentoring, coaching, and on-the-job training. You’ll have the opportunity to influence results, embody our core values, and play a key role in supporting the management team with impactful projects. With a variety of shifts and plenty of opportunities to grow, this is your chance to lead with purpose and make every day count!
You’ll report directly to the Operations Manager, joining a team united by a shared passion for sports, poker, casino and gaining insights into customer behaviour.
Our office boasts breathtaking views, and a range of amenities designed for both collaboration and relaxation. Each floor features a kitchen with complimentary snacks, on-site parking, and a dedicated games area where you can enjoy billiard, table tennis, or even join a yoga session. Additionally, our committees keep the excitement alive with a packed calendar of engaging activities.
This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern offices. We recognise the importance of connecting with others and ensure that employees are equipped with the necessary tools to enable collaboration and engagement. We would encourage our employees to come together for those moments that matter. 

What you’ll do

As a Team Leader, you will play a pivotal role in ensuring the smooth operation and success of our team. Your responsibilities will encompass maintaining service excellence, driving performance, and supporting both individual and team development. From monitoring key performance metrics and coaching team members to resolving escalations and optimizing workflows, you will act as a vital bridge between operational goals and delivering exceptional customer experiences. Here’s what your role will involve:
• Ensure service levels are maintained on a daily basis
• Monitor and act upon operational activity (volumes, key performance indicators/metrics, performance plans, trends, etc.)
• Monitor and act upon intraday shift performance based on dashboards and information reporting
• Report, analyse and act upon agent performance output and quality
• Responsible for preparing and conducting team and one-to-one meetings, huddles, mentoring and side-by-side coaching, quality reviews, performance appraisals
• Act as the Voice of the Customer for management, summarise customer issues and follow up actions
• Recruitment selection and testing
• Support with reward/recognition initiatives
• Handle agent and system escalations, customer queries and regulatory body complaints
• Liaise with Realtime function and optimise/amend agent schedules
• Provide internal content updates to staff
• Act as focal point for inter-departmental queries
• Demonstrate an ability to communicate and empathise with customers directly, thereby assisting with the development of team members to deliver best practice resolutions
• Manage resources to ensure products/brands/licenses are launched efficiently and with minimum impact on service levels
• Develop and leverage strategies to ensure high performance and delivery from team
• Other duties or projects as required by senior management

What you’ll bring

To excel in this role, you'll need a dynamic set of skills and attributes that reflect a commitment to outstanding customer service, a passion for teamwork, and the ability to thrive in a fast-paced, results-driven environment. The ideal candidate will bring both experience and enthusiasm to the table, with the ability to motivate others, analyze performance, and effectively manage time and priorities. Below are the key skills and qualifications we are looking for:
• Passion for customer service
• Contact centre and/or previous gaming experience
• Excellent verbal and written communication and listening skills
• A strong customer service mentality with first-rate attention to detail
• Ability to thrive in a fast paced, target-driven environment
• Self-motivated and able to work both independently and as part of a busy team
• Excellent time management skills
• Excellent decision-making skills, ability to think on your feet and ability to motivate staff
• Ability to analyse and review team performance
• Ability to communicate expectations and instructions clearly and in a professional manner
• Strong all-round understanding of MS Office applications, especially Word and Excel

Desirable skills

While not essential, the following skills and experiences will set you apart as an ideal candidate for this role. These desirable qualifications demonstrate expertise, leadership, and a deeper understanding of our industry, tools, and processes, as well as the ability to adapt to and thrive in a dynamic, multicultural environment. Candidates with these attributes will bring added value to our team and help us continue to deliver exceptional service and innovation:
•  Supervisor/managerial experience
• Strong leadership skills in a multi-cultural environment
• Educational background/degree in related fields
• Proficiency with internal tools and reports
• In-depth knowledge of internal procedures and policies and multi-channel support
• Experience with Customer Relationship Management tools
• Working knowledge of online social gaming industry
• Advanced knowledge of online and/or brick-and-mortar Poker, Casino or Sportsbook
• Working knowledge of international document verification, KYC and AML/CFT procedures
• Experience in credit card fraud and/or online payment processing merchant systems
• Experience managing change at different levels (individual and team)
• Proficiency in any additional languages

It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.