Customer Support Team Lead

The Mission

At Best Service Team (BST), we don't just support customers — we create experiences that build trust, loyalty, and long-term success. As an international team, we provide high-impact B2B service solutions that help world-class brands deliver seamless customer experiences in the fast-paced digital world.

What is BST?

BST is a global provider operating at the intersection of technology and human connection. We bring together talented professionals from diverse cultures to solve complex challenges within the online betting industry. If you thrive in dynamic environments, love leading teams, and are passionate about delivering exceptional service, BST is the place for you.

The Role: Senior Customer Support Team Lead

This is more than just a leadership role — you'll be the driving force behind your team's success. As our Senior Customer Support Team Lead, you'll inspire, coach, and empower a team of Customer Support Agents while ensuring exceptional service quality, operational excellence, and continuous team development.

You'll play a key role in driving performance, supporting your team through daily challenges, and collaborating with other leaders to deliver a seamless customer experience across every interaction.

What Your Day Will Look Like

The Leader

Lead, mentor, and motivate a team of Customer Support Agents, creating a positive, high-performing environment focused on collaboration, accountability, and professional growth.

The Coach

Provide regular feedback, conduct one-on-one meetings, and identify development opportunities to help team members continuously improve their skills and performance.

The Performance Driver

Monitor team KPIs, customer interactions, and service quality to ensure performance targets are consistently achieved while maintaining outstanding customer satisfaction.

The Problem Solver

Act as the first point of escalation for complex customer and team-related issues, providing timely guidance and effective resolutions.

The Operations Champion

Ensure smooth day-to-day operations by being actively present during scheduled shifts, supporting agents in real time, and maintaining high service standards.

The Collaborator

Work closely with Customer Support Managers and fellow Team Leads to align processes, share best practices, and maintain consistency across the department.

The Quality Guardian

Ensure your team follows company policies, internal procedures, and customer service standards while promoting a culture of continuous improvement and operational excellence.

Requirements

• Proven experience leading and managing a Customer Support team, with at least 5 years of experience in Customer Support, including leadership responsibilities.
• Previous experience in the iGaming industry is essential.
• Strong leadership, coaching, and mentoring skills, with the ability to motivate and develop high-performing remote teams.
• Experience monitoring team KPIs, conducting performance reviews, and driving continuous improvement.
• Strong understanding of customer service principles, quality standards, and operational best practices.
• Experience handling customer escalations and resolving complex customer or team-related issues.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent organizational and time management skills, with the ability to prioritize multiple tasks in a fast-paced environment.
• Proficiency with customer support platforms, CRM systems, and performance monitoring tools.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Native or C1+ proficiency in Russian (written and spoken).
• English proficiency at B2 level or higher (written and spoken).
• Experience working in multicultural environment is highly preferred.
• Bachelor's degree in Business, Management, or a related field is considered an advantage.

Benefits

• Join us on an exciting journey to shape and revolutionize a new brand in the market.
• Kick off your birthday month with a bang! Enjoy a fully paid day off, €100 to make your day special, and heartfelt wishes from your team.
• Receive 100% of your salary for 14 days of sick leave per year.
• Enhance your language skills with our free online English courses.
• Join our complimentary Book Club sessions, available in Russian & English.
• Experience lively virtual team-building activities—because work should be fun!
• Annual Leave: 20 working days per year.