Customer Service Team Lead

About the role

We are looking for a Customer Service Team Lead to oversee our support team in Vilnius. You will be responsible for ensuring high‑quality service, managing risk, and fostering a motivated team.

Key responsibilities

• Plan and coordinate team shifts and daily activities.
• Monitor and ensure the quality of customer service, providing feedback and supporting continuous growth.
• Onboard and train new team members.
• Hold regular one‑on‑one and team meetings, address issues and maintain smooth internal communication.
• Collaborate with the direct manager and other departments.
• Monitor and manage risk exposure related to customer transactions, betting patterns, and account activity.
• Identify, investigate and escalate suspicious activity, fraud or problematic betting behavior.
• Set and enforce risk limits, responsible gambling triggers, and KYC/AML compliance procedures.
• Balance risk mitigation with customer experience, making judgment calls when priorities conflict.
• Report risk metrics and trends to senior management and relevant departments.

Required profile

• 2+ years of experience in customer service team management or a similar leadership role.
• Excellent knowledge of sports and gaming products, including betting and risk indicators.
• Strong English communication skills.
• Proven people‑development and training abilities, with a focus on constructive feedback.
• Results‑oriented, with strong conflict‑resolution and negotiation skills.
• Passionate about delivering a great customer experience.

Required skills

What we offer

• Competitive salary ranging from €3,000 to €3,500 gross per month.
• Full‑time position in a dynamic gaming environment.
• Opportunity to lead a growing team and influence risk and service strategies.