Опис вакансії
We are looking for a Team Lead for Customer Support on the Sweepstakes project, which targets the U.S. market. At the start, you’ll need to handle customer inquiries on your own to gain a deep understanding of the product, processes, and audience specifics. Once you’ve successfully settled in, a Customer Support team will be assembled for you, which you’ll lead and develop.
Про компанію
Advibe is an international product company headquartered in Warsaw, Poland, with an office in Europe. We create, develop, and scale our own digital products, managing the entire development process and user acquisition in-house.
Вимоги
- At least 6 months of experience as a Team Lead/Supervisor in Customer Support specifically in the iGaming/Sweepstakes industry.
- English—C1 level, fluent in both spoken and written communication.
- Experience managing a customer support team.
- Strong understanding of digital platform processes: bonus mechanics, deposits and withdrawals, user verification, account restrictions, and common user inquiries.
- Experience handling complex and high-conflict cases, as well as VIP users.
- Experience in creating and improving processes, instructions, regulations, and scripts.
- Analytical and reporting skills.
- Ability to interact effectively with cross-functional teams.
- Independence, responsibility, and initiative.
Обов'язки
- Handling customer inquiries and resolving complex user cases.
- Managing and developing the Customer Support team.
- Distributing workloads and monitoring the team’s performance.
- Analyzing errors, providing feedback, and developing employees.
- Working with VIP users and handling conflict cases.
- Collaborating with Payments, Fraud/Risk, KYC, Product, and CRM teams.
- Creating and refining guidelines, policies, and scripts.
- Analyzing support performance metrics and preparing reports.
Ми пропонуємо
- The opportunity to join a new Sweepstakes project from the ground up and dive deep into the product.
- The opportunity to build and develop your own Customer Support team for the U.S. market.
- Format: Office in Prague or remote.
- Schedule: 3:00 PM–12:00 AM (GMT+2), 5 days a week, flexible weekends.
- Onboarding: approximately the first week, schedule 9:00 AM–6:00 PM.
- Salary: $2,000 (negotiable).
