BettingJobs are working with a well-established B2B service provider who offer tech, marketing, operations and payments solutions that specialise within South-East Asian markets, who are seeking to hire a Customer Service Team Lead to join their office in Abu Dhabi.

Responsibilities:

• Lead and support a team of Customer Support Representatives handling live chat, voice calls, and emails for the gaming users.
• Jump in when needed to handle complex or sensitive player issues, ensuring swift and empathetic resolutions.
• Use performance data (like CSAT, FCR, AHT) to spot trends, celebrate wins, and find areas to grow.
• Help onboard new hires and coach your team to improve, grow, and deliver top-notch service.
• Coordinate with internal teams—Product, Risk, Payments, and Tech—to solve player issues faster.
• Take ownership of the customer loyalty and retention efforts, working alongside marketing when needed.
• Share weekly updates with leadership and help keep the service goals aligned with business priorities.
• Plan work schedules to ensure we’re fully staffed during peak hours—players don’t wait, and neither do we!
• Track team budgets and resources, keeping operations smooth and cost-effective.

Requirements:

• A Bachelor’s degree in Business, Marketing, or a related field.
• At least 5 years of customer service experience, with 2+ years in a team lead role—bonus points if it’s in iGaming or online entertainment.
• Strong background in chat and voice-based customer support.
• Familiarity with CRM and helpdesk tools (like Zendesk, Freshdesk, Intercom).
• Good with spreadsheets and collaboration platforms like Slack, Trello, or Google Workspace.
• Confident communicator who can connect well with both team members and customers—in English, Hindi, and Bengali.
• A natural problem-solver and decision-maker, even under pressure.
• Strong with time management and handling team schedules.