Overview:

SOFTSWISS continues to expand the team and is looking for a Customer Support Team Lead.

We need a true, experienced and accomplished professional who shares our culture and values.

Key responsibilities:

• Build and establish a comprehensive support operations framework from scratch, including the creation of templates, guidelines, and playbooks for agents.
• Define retention strategy, bonus policy, and cashout communication standards 
• Develop a scalable onboarding process and training materials 
• Hire, interview, and train agents, ensuring a smooth integration of new hires into the team culture
• Lead, mentor, and support the team, conducting regular QA reviews, chat evaluations, and feedback sessions
• Run weekly 1-on-1s and team check-ins, and continuously monitor and improve team KPIs and SLA performance
• Continue improving training, performance, and engagement strategies 

Requirements:

• 4+ years of experience in customer support roles, with at least 1–2 years in a leadership or senior position 
• Strong understanding of customer service principles and player-first mindset  
• Experience building processes and onboarding flows from scratch 
• Excellent communication, coaching, and organizational skills 
• Ability to multitask, prioritize, and work independently in a fast-paced environment
• Fluent in English with excellent written and spoken communication skills
• Proficient in Russian – both in written and verbal communication

What we offer:

• Full-time remote work opportunities and flexible working hours
• Comprehensive Mental Health Programme
• Private insurance
• Sports program compensation
• Free online English lessons
• An additional 1 Day off per calendar year
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events

About us:

SOFTSWISS is an international company, and an iGaming software expert. We don't only follow iGaming market trends, we create them! SOFTSWISS is a recognised industry leader in iGaming software solutions development, covering almost all aspects of the iGaming industry. The company has an international team and an official presence in several countries. Projects powered by SOFTSWISS receive numerous awards and accolades from industry media.

Our Mission:

Changing the iGaming industry through technological innovation.