Customer Support Team Lead (iGaming)

Location: Lansing, MI, US

Company

hirify.global operates in the iGaming and iLottery business and provides player support services.

What you will do

• Lead the Contact Center team and manage real-time queues to align staffing with service-level targets.
• Support advanced calls, customer issues, technology problems, and complex escalations.
• Coordinate customer document and cash-out processing while maintaining compliance and accuracy.
• Coach, train, motivate, and evaluate team members, including providing performance feedback.
• Provide management direction when the Player Support Supervisor is absent.
• Identify system and process gaps, analyze contact center metrics, and recommend operational improvements.

Requirements

• High school diploma or equivalent experience; some college is preferred.
• Minimum age of 21.
• More than 5 years of customer service experience and more than 3 years of contact center or customer support team management experience.
• Excellent written and verbal communication, interpersonal, organizational, time-management, typing, and data-entry skills.
• Experience resolving customer complaints, coaching and mentoring teams, preparing system issue reports, and analyzing contact center metrics.
• Ability to follow detailed protocols, exercise independent judgment, maintain accuracy, and work effectively in a fast-paced environment.

Culture & Benefits

• Collaborative environment focused on player support, innovation, and customer service.
• Compensation is based on skills, experience, qualifications, and location.
• Depending on role and location, benefits may include annual bonuses, incentives, health and wellbeing benefits, paid time off, retirement plans, and insurance coverage.