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Customer Care Team Lead (Poker) – United Kingdom (Remote)
Join a fast-growing iGaming support organisation where customer experience is central to product success. In this leadership role, you will guide and develop a customer care team, ensuring high-quality support for poker players across multiple channels. Your responsibilities include shaping operational standards, improving service performance, and fostering seamless collaboration between support, product, and operations teams.
This position combines hands-on leadership with strategic process improvement, allowing you to directly impact customer satisfaction and operational efficiency. Working in a dynamic, remote-first environment, you’ll play a key role in scaling support while maintaining a focus on quality, speed, and player experience.
Accountabilities
- Develop, implement, and continuously improve customer care processes, operational procedures, scripts, and SLA standards to deliver high-quality support.
- Define and monitor key performance indicators (FRT, CSAT, wait time, and resolution metrics) to ensure consistent service excellence.
- Lead, coach, and develop customer care agents and supervisors, driving their growth and performance improvement.
- Oversee onboarding and training programmes, ensuring new team members are effectively integrated.
- Analyse support interactions and customer feedback to identify trends and drive customer experience improvements.
- Collaborate closely with Product, Operations, and internal teams to optimise workflows and enhance cross-functional efficiency.
- Participate in recruitment processes for agents and supervisors, supporting team scaling and capability building.
- Support the development of a culture of accountability, quality, and continuous improvement within the support organisation.
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Requirements
- Minimum of 2 years of experience in customer care roles within poker or iGaming environments (preference for Tier 1 markets).
- At least 1 year of experience in a leadership or team lead role within customer support.
- Strong understanding of poker mechanics, including:
- NLH (No-Limit Hold’em)
- PLO (Pot-Limit Omaha)
- MTT (Multi-Table Tournaments)
- SNG (Sit-and-Go)
- Bounty formats
- Basic rakeback calculations.
- Experience working in SLA-driven support environments, including tracking metrics like First Response Time (FRT), CSAT, and wait times.
- Hands-on experience with omnichannel support platforms, such as Zendesk, Freshdesk, or similar tools.
- Upper-Intermediate (B2+) or higher level of English for professional communication.
- Strong analytical, organisational, and problem-solving skills with a customer-first mindset.
- Ability to lead distributed teams, manage priorities under pressure, and deliver results effectively.
- Experience using AI tools, chatbots, or automation in customer service is a plus.
- Prior experience in building or scaling support teams from the ground up is an advantage.
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Benefits
This role offers:
- Fully remote work with flexibility to choose your working environment.
- Employment support in Ukraine or Poland, including assistance with administrative processes.
- 20 paid vacation days and sick leave to support work-life balance.
- Comprehensive medical insurance and psychological support coverage.
- Monthly flexible benefits allowance for sports, hobbies, wellness, or personal interests.
- Training programmes, workshops, corporate English classes, and a digital learning library.
- Regular team events, workshops, and company gatherings.
- Clear career development paths with performance reviews and mentoring opportunities.
- A collaborative, low-bureaucracy environment focused on autonomy and continuous improvement.
Hiring Process
This position is listed on behalf of our partner company, who manages all applications and next steps. Your application will be reviewed using an AI-powered matching process to ensure it’s evaluated quickly, objectively, and fairly. The top candidates will be shared directly with the hiring company, and the next steps (interviews, assessments) will be handled by their internal team.
We appreciate your interest and wish you the best! For more details, please visit Jobgether.
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