💼 Customer Support Team Lead (Hands-On / First Hire)

🌍 About the Company

Our client is a well-established leader in the gambling industry, with deep roots in the land-based sector and a proven record of excellence and trust.
Building on this success, they’re now expanding into the online iGaming space, offering a premium Sportsbook and Casino experience.

They’re looking for a hands-on Customer Support Team Lead to build the support function from the ground up, set standards for excellence, and become the driving force behind a world-class player experience. 🚀

🎯 Role Overview

As the first Customer Support hire, you’ll play a pivotal role in setting up, leading, and scaling the company’s customer support operations.
This is a player-facing, hands-on role — you’ll personally handle player inquiries while developing processes, tools, and best practices that will shape the foundation of the support team.

You’ll be both a doer and a leader, working directly with management to define service strategies, recruit new team members, and ensure every player interaction reflects the company’s values of trust, care, and professionalism.

If you thrive in a fast-paced environment and love building things from scratch, this is your opportunity to make a lasting impact. 🌟

🧭 Key Responsibilities

🧩 Be the first point of contact for players, handling inquiries via chat and email with professionalism and empathy.

🧱 Lay the foundation for the customer support function — processes, tone of voice, and service standards.

💬 Manage escalations and complex player cases while ensuring timely, high-quality resolutions.

📈 Track and report on key performance metrics, identifying trends and improvement areas.

🧑‍🏫 Create knowledge base materials, templates, and onboarding guides as the team grows.

🤝 Collaborate with Product, Payments, Compliance, and Marketing to improve the player experience.

🔧 Evaluate and implement CRM/support tools (e.g., Zendesk, Freshdesk, etc.) to enhance efficiency.

🚀 As the company grows, train, mentor, and lead new customer support agents.

🧩 Requirements

💼 3+ years of experience in Customer Support within the iGaming industry (Casino and/or Sportsbook experience required).

💪 Hands-on, self-starter attitude — comfortable being the first hire and wearing multiple hats.

🗣️ Exceptional communication and problem-solving skills, with a player-first mindset.

🇬🇧 Fluent English (C1 level or higher, both written and spoken).

🌍 Based in Europe and eligible to work as an independent contractor.

⚙️ Experience using CRM and support tools such as Zendesk, Freshdesk, or similar.

⏰ Flexible and comfortable working shift hours (Monday–Sunday, 8 AM–10 PM UK time).

🧠 Strong analytical thinking and the ability to define and measure performance KPIs.

💡 Desirable

🌐 Additional European languages.

⚖️ Knowledge of compliance, responsible gaming, and player protection best practices.

🧰 Experience setting up support systems, workflows, or training materials from scratch.

🚀 Prior experience in a startup or scale-up environment.

🎁 What’s on Offer

🏡 Fully remote role – work from anywhere in Europe.

🔧 Ownership and autonomy to build and shape the entire support function.

🌈 Supportive, ambitious, and collaborative culture.

💰 Competitive compensation based on experience.

📈 Career growth potential as you scale the team and function from zero to one.