Monitor individual and team performance, ensuring alignment with goals and KPIs
Provide ongoing feedback, coaching, and support to Customer Success Agents
Conduct regular 1:1s and contribute to performance reviews
Support onboarding and training of new team members
Ensure smooth day-to-day team operations
Oversee time tracking, shift adherence, and payroll-related inputs
Identify workflow inefficiencies and suggest improvements
Handle escalations and complex customer cases with empathy and ownership
Maintain high standards of customer interaction across the team
Work closely with Engineering and internal teams to report issues and suggest enhancements
Partner with Technical Shift Leads and other CS units on cross-training initiatives
Contribute to continuous improvement of tools, processes, and customer journeys

Proven experience in Customer Success or a similar role (leadership experience is a strong advantage)
Strong communication, leadership, and people management skills
Ability to work in a fast-paced, dynamic environment
Strong organizational and problem-solving skills
Ability to influence stakeholders and collaborate across teams
Understanding of customer behavior and service excellence
Fluency in English
Experience in iGaming is a plus.
Experience with Customer Success tools and reporting systems
Familiarity with scheduling and workforce management

Customer Success Team Lead

Key skills