Customer Support Team Lead

Must skills:

• Experience managing a team of CS agents handling chats and e-mails.

• Experience in CS agents Quality Assurance process.

• Knowledge and experience in CS processes and flows in chats.

• Strong soft communication skills.

• Strong trouble-shooting skills.

• Excellent English knowledge. 

• Ability to work and cooperate in the team.

• Leadership skills

• Training skills

• Multitasking ability

• Time Management

• Data analysis

Good to have

• Experience working with Zendesk 

• Experience in affecting and improving CS main KPIs (Customer satisfaction for the team, Chat Wait and Handling times)

• Advanced Excel knowledge 

• German language would be an advantage

• Experience working in an iGaming contact center environment as a CS Manager.

• Public speaking skills