Customer Support Team Lead

As a Customer Support Team. Lead, you will be responsible for driving team performance, managing behavioral and coaching needs, and ensuring team member support. This role plays a key part in shaping performance metrics, KPIs, standards, policies, procedures, and the supporting technologies to ensure optimal outcomes. Additionally, it contributes significantly to our success in the market by aligning with local cultural and customer needs, and by collaborating across departments to share insights and influence continuous improvement.Your SquadOur team is all about good vibes and working together like a tight-knit crew. We create a warm and inclusive environment where everyone feels welcome so don't worry if you don't have specific industry experience - we're looking for friendly, outgoing folks. So, if you've excelled in customer-support lead roles, we want you on our team! We're big on collaboration, celebrating wins, and helping each other grows.Our StoryWe are a well-established tech startup, we pride ourselves on being early adopters, progressive in our approach and adaptable to the ever-changing technology landscape. Our core focus is in the online gaming space, building well-designed casino games, and sportsbooks.Role And ResponsibilitiesLead and manage a team of bilingual customer support representatives in a 24/7 support environment by creating an engaging environment that fosters high performing loyal team membersMonitor and evaluate team performance and provide coaching and feedback to improve overall customer satisfactionAct as a liaison between the customer support team and other departments and third party providersTeam members adhere and are trained on company policies and procedures and comply with relevant regulationsMonitor and analyze customer feedback and trends, and make recommendations for improvements Develop and implement KPIs and performance metrics for the teamAssist with general team administration (rostering, access, tech issues and comms)Assist in creating and implementing a quality and learning framework for the team along with policies and proceduresAssist HO in understanding and communicating risks and impacts from other departmentsProvide performance reviews for individuals and set clear expectationsEnable and support ongoing development plans for team members Escalated customer support issuesWork Experience And SkillsExcellent communication skills, both written and verbal, in both English and SpanishExperience in managing customer support teams Strong understanding of customer service processes and best practicesExperience in coaching and upskilling team members.Knowledge of quality assurance and monitoring processesAbility to work with senior members to provide insights and ideasStrong analytical and problem-solving skills Proven experience in balancing business needs and people needs Background in customer experience or customer service managementExperience in developing and implementing customer focused quality/CSAT frameworksExperience leading cross-functional teamsPrevious experience working with Slack, G-Suite,Personal qualities and behavioral traitsExcellent communication and written skillsAbility to take initiativeCustomer and solution focusedAbility to work under pressure and meet deadlinesCommitment to continuous learning and improvementStrong leadership and team management skillsRelationshipsOperations Manager roles who will support you day to dayPayments providers and internal payments coordinator/teamClosely work with our other operational departments to escalate, solve and investigate issues and support our customers needs. Including but not limited tooKYC teamFraud and AMLTech SupportBenefitsSome of the perks of working for us:Snacks at the officeWelcome and Birthday Lunch.English Classes, and we have many many more initiatives!