Customer Support Team Lead (iGaming)

TL;DR

Customer Support Team Lead (iGaming): Leading a Contact Center team for iGaming and iLottery business units, ensuring seamless player support and high service standards with an accent on real-time queue management, staff motivation, and issue resolution. Focus on collaborating with departments to resolve complex issues and identifying system/process gaps for continuous improvement.

Location: Hybrid in Lansing, MI, US. Candidates must be authorized to work in the job posting location (US) on a full-time basis without the need for current or future visa sponsorship.

Salary: $48,790–$90,610 per year

Company

hirify.global Interactive is a leading gaming content creation company focused on regulated online Real Money Gaming (RMG) businesses, entertaining millions of players worldwide.

What you will do

• Monitor and manage real-time queues, ensuring staff availability aligns with service level targets.
• Support team members with advanced calls, client issues, and technology problems.
• Handle customer issues promptly and collaborate with other departments for seamless resolution.
• Ensure accurate documentation of customer interactions and coordinate processing of customer documents and cash outs for compliance.
• Motivate and engage staff to meet individual and team goals.
• Deliver training, contribute to performance evaluations, and provide management direction in the absence of a supervisor.

Requirements

• High School Diploma or equivalent experience required, with some college preferred; minimum age of 21 years.
• More than 5 years of experience in customer service and over 3 years in managing a contact center or customer support team.
• Excellent written and verbal communication skills with strong grammatical and typing/data entry skills.
• Strong interpersonal skills with a positive attitude and professional demeanor.
• Ability to thrive in a fast-paced, dynamic work environment, organized with excellent time-management skills.
• Proven ability to produce detailed system issue reports and analyze/report contact center metrics.
• Must be authorized to work in the job posting location (US) on a full-time basis without the need for current or future visa sponsorship.

Culture & Benefits

• Comprehensive benefits package, including health, dental, and vision insurance.
• Paid time off and a 401(k) plan with employer matching.
• Company values include All about the Player, Talent Unleashed, Collective Brilliance, and Good Business Good Citizen.
• Foster a team environment that promotes growth and a desire to help others.
• Role is subject to mandatory background screening and regulatory approvals, potentially requiring criminal background checks and licenses with gaming authorities.