Support Team Lead

Performa is an international HR agency specializing in connecting top talent with leading companies across the iGaming, IT, and Marketing industries. We help businesses scale their teams and support professionals in finding opportunities where they can unlock their full potential. Our client is a product-driven iGaming startup developing a new White Label product for a Tier-1 market. The project is currently at the final stage ahead of launch, with a small core team already in place. We are now looking for a Support Team Lead who will take ownership of the Customer Support function and help build an efficient, scalable support operation from the ground up. About the Role As a Support Team Lead, you will be responsible for building and developing the Customer Support function, managing the team, establishing effective processes, and ensuring a consistently high level of service quality. You will work closely with Product, CRM, Payments, Risk, and other cross-functional teams to improve the customer experience and contribute to the product’s growth. Key Responsibilities Build, structure, and develop the Customer Support function. Manage the Support team, distribute tasks, and monitor team performance and service quality. Develop, implement, and continuously improve Customer Support processes. Monitor key support metrics, including SLA, response time, CSAT, and other relevant KPIs. Analyze customer inquiries and identify opportunities to improve the product and overall customer experience. Create and maintain knowledge bases, guidelines, FAQs, and internal documentation. Collaborate closely with Product, CRM, Payments, Risk, and other cross-functional teams. Identify opportunities for support automation and participate in implementing automated solutions. Establish scalable support practices to ensure the function is ready for product growth and increasing user volumes. Requirements Experience in the iGaming industry is a must. Proven experience as a Support Lead, Customer Support Team Lead, or in a similar leadership role. Hands-on experience managing and developing a customer support team. Strong understanding of customer support operations within digital products. Experience building and structuring support processes from scratch is a strong advantage. Strong leadership, communication, and problem-solving skills. Ability to take ownership, work independently, and drive improvements. Strong analytical mindset and a customer-oriented approach. What We Offer Office-based position in Limassol or fully remote. Competitive compensation paid in USDT. Paid vacation and sick leave. Opportunity to join an iGaming product at the pre-launch stage and directly contribute to its development. High level of ownership and strategic influence. Opportunity to shape and scale the Customer Support function as the product grows.