Customer Service Team Lead

Our vision is to offer the best **customer engagement**and **player experience** in the gaming industry by providing industry-leading products.
With a remote-first team spanning the MENA region, **WinLux** is committed to delivering an exceptional gaming experience. We are passionate about what we do and take pride in our growing, diverse in-house team, who excel in delivering technological innovation, outstanding customer support, and the freedom to bring creative ideas to life.
**Key Responsibilities**:
- ** Establish and develop the casino support department from scratch**: define strategic vision, select effective communication channels, and implement best practices in the iGaming industry.
- ** Recruit, train, and manage the support team**: hire qualified personnel in collaboration with the HR department, oversee adaptation, training, and motivation.
- ** Organize and optimize work processes**: create guidelines, scripts, and service quality standards, as well as select and implement software for effective team operations.
- ** Analyze performance and improve processes**: evaluate team efficiency using key metrics (SLA, CSAT, NPS) and implement measures to enhance productivity.
- ** Coordinate with other departments**: interact with product managers, marketing teams, and management to achieve company goals and provide player feedback.
- ** Ensure high-quality customer service**: monitor player inquiries, handle complaints, and develop solutions to improve user satisfaction.
- ** Risk management and fraud detection**: collaborate with relevant departments to minimize fraud risks and enhance user security.
**Key Requirements**:
- ** Work experience**: at least 3 years in a similar position in the online casino or betting industry.
- ** Experience in building and managing a team**: creating a support department, recruiting staff, developing training programs, and motivation systems.
- ** Deep understanding of the iGaming industry**: knowledge of online casino mechanics, player specifics, and key performance metrics.
- ** Mandatory experience in the casino industry**.
- ** High-level language proficiency**:
- English — Upper-Intermediate (B2) to Advanced (C1);
- Turkish — C1 (advanced) or C2 (fluent proficiency).
- ** Analytical thinking and data analysis skills**: ability to work with CRM systems, analyze inquiry statistics, and assess team effectiveness.
- ** Knowledge of customer support software**: Chatwoot, Freshdesk, LiveChat, or similar platforms.
**Leadership and high communication skills**: ability to effectively motivate a team, make strategic decisions, and work in a dynamic environment.
**Why WinLux?**
- ** Work with Purpose**: At WinLux, every task you work on makes a difference. You won't just be part of a team—you'll be a creator, driving solutions that matter.
- ** Collaborate with the Best**: Surround yourself with talented individuals from all walks of life and skillsets.
- **Build Your Future**: We believe in helping you grow. We support your journey with development opportunities, mentorship, and a work environment designed to help you reach your full potential.
- ** Flexibility & Trust**: You will be joining a strong team with diverse skillsets who enjoy working in a fast-paced, 100% remote environment.
- ** Unlimited PTO**: Take the time off you need, when you need it - we trust our team to manage their schedule.
**Interview Process**
- Introduction and interview with a member of the recruitment team (40 minutes)
- Critical Thinking Assessment (10 minutes)
- Final Interview with Direct Manager/Department Lead

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