Customer Support Team Lead

2 days ago

Sverige, Sweden Playbook Full time €40,000 - €80,000 per year
Customer Support Team Lead (Hands-On / First Hire)
About the Company

Our client is a well-established leader in the gambling industry, with deep roots in the land-based sector and a proven record of excellence and trust.

Building on this success, they're now expanding into the online iGaming space, offering a premium Sportsbook and Casino experience.

They're looking for a hands-on Customer Support Team Lead to build the support function from the ground up, set standards for excellence, and become the driving force behind a world-class player experience.

Role Overview

As the first Customer Support hire, you'll play a pivotal role in setting up, leading, and scaling the company's customer support operations.

This is a player-facing, hands-on role — you'll personally handle player inquiries while developing processes, tools, and best practices that will shape the foundation of the support team.

You'll be both a doer and a leader, working directly with management to define service strategies, recruit new team members, and ensure every player interaction reflects the company's values of trust, care, and professionalism.

If you thrive in a fast-paced environment and love building things from scratch, this is your opportunity to make a lasting impact.

Key Responsibilities

Be the first point of contact for players, handling inquiries via chat and email with professionalism and empathy.

Lay the foundation for the customer support function — processes, tone of voice, and service standards.

Manage escalations and complex player cases while ensuring timely, high-quality resolutions.

Track and report on key performance metrics, identifying trends and improvement areas.

‍ Create knowledge base materials, templates, and onboarding guides as the team grows.

Collaborate with Product, Payments, Compliance, and Marketing to improve the player experience.

Evaluate and implement CRM/support tools (e.g., Zendesk, Freshdesk, etc.) to enhance efficiency.

As the company grows, train, mentor, and lead new customer support agents.

Requirements

3+ years of experience in Customer Support within the iGaming industry (Casino and/or Sportsbook experience required).

Hands-on, self-starter attitude — comfortable being the first hire and wearing multiple hats.

Exceptional communication and problem-solving skills, with a player-first mindset.

Fluent English (C1 level or higher, both written and spoken).

Based in Europe and eligible to work as an independent contractor.

Experience using CRM and support tools such as Zendesk, Freshdesk, or similar.

Flexible and comfortable working shift hours (Monday–Sunday, 8 AM–10 PM UK time).

Strong analytical thinking and the ability to define and measure performance KPIs.

Desirable

Additional European languages.

Knowledge of compliance, responsible gaming, and player protection best practices.

Experience setting up support systems, workflows, or training materials from scratch.

Prior experience in a startup or scale-up environment.

What's on Offer

Fully remote role – work from anywhere in Europe.

Ownership and autonomy to build and shape the entire support function.

Supportive, ambitious, and collaborative culture.

Competitive compensation based on experience.

Career growth potential as you scale the team and function from zero to one.

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