Работа в России, вакансия - Customer Support Team Lead (Turkey) • Турция - id231

About the Project

We are developing an international online platform in the iGaming and entertainment industry, currently actively scaling in the Turkish market.

The project is in a rapid growth phase — the number of users and chats is increasing, and the support team is expanding.

We are looking for a Customer Support Team Lead who will manage the chat support team, build efficient processes, and ensure a high level of service for the Turkish GEO.

Your Responsibilities

Team Management

• Lead a team of Customer Support Operators (chat support).

• Create schedules, monitor attendance, and distribute workload.

• Onboard, train, and provide regular coaching to operators.

• Maintain team motivation and a healthy working atmosphere.

Quality & KPI

• Monitor and improve KPIs (CSAT, response time, FCR, quality).

• Review chats and provide structured feedback to operators.

• Work with mistakes and help develop operators’ soft skills.

• Collaborate with the QA team and participate in improving quality standards.

Operations & Escalations

• Handle escalations related to payments, verification, bonuses, and technical issues.

• Communicate with Payments, Product, Tech, and other teams.

• Optimize scripts, macros, and internal support processes.

• Participate in hiring operators for the Turkish market.

What We Expect From You

• Turkish — fluent (spoken and written) — mandatory.

• Russian or English — confident level for internal communication.

• 2+ years of experience as a Team Lead / Supervisor in support, call center, or chat support.

• Understanding of support KPIs and metrics.

• Experience in iGaming / betting / online entertainment is a strong plus.

• Strong people management skills: coaching, feedback, conflict resolution.

• Willingness to work evening and night shifts aligned with Turkish time.

• Experience managing a remote team is a plus.

Support Team Lead / Supervisor experience — highly relevant.

iGaming / betting support experience — a strong advantage.

What We Offer

• Fully remote position — work from anywhere.

• Schedule: 5/2, shifts aligned with the Turkish time zone.

• Evening and night shifts.

• Paid onboarding and support during the adaptation period.

• Direct collaboration with Product, Payments, and QA teams.

• Opportunity to build and scale a team for a key market.

• Long-term cooperation and growth opportunities within the project.