Assistant Customer Support Team Lead

Xcite Ventures • Latvia, GA

1d

About The Position

Xcite Ventures Limited is a dynamic scale-up in the Social Gaming Industry, focused on building amazing entertainment products with customer experience as the main priority. Their mission is to revolutionize online entertainment. The role of Assistant Customer Support Team Lead is for a proactive and customer-focused individual to join their growing team. This role will support the daily operations of the Customer Support team, ensuring players receive a great experience across all interactions. The position involves handling customer queries and escalations, supporting team members, and helping maintain high service standards. It is described as a great opportunity for someone who enjoys solving problems, supporting others, and is ready to take the next step towards a leadership role.

Requirements

• Previous experience in Customer Support, ideally within iGaming, Social Gaming or online entertainment.
• Strong communication and problem-solving skills, with a customer-first mindset.
• Excellent attention to detail and the ability to manage multiple priorities.
• A positive, proactive attitude and the ability to stay calm in challenging situations.
• A team player who enjoys helping others and has the potential to coach and develop colleagues.
• Comfortable working in a fast-paced environment.
• Flexibility to work different shifts, including weekends.

Responsibilities

• Respond to customer queries via Live Chat and Email, ensuring a positive player experience.
• Handle customer escalations and Trustpilot reviews professionally and efficiently.
• Monitor support queues, allocate resources and help ensure SLAs are met.
• Monitor live chats and provide guidance and assistance to team members when needed.
• Support team performance by sharing feedback, coaching and helping agents improve.
• Work closely with other departments to resolve complex queries and technical issues.
• Identify common customer pain points and share insights with management to help improve our services.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed