Customer Success Team Leader

The Role


The Customer Success Team Leader is responsible for ensuring that the KPIs, objectives and targets of the business are met (and, where possible, exceeded), through the effective leadership and development of the team for which they are accountable. The team leader for this area should possess an in-depth understanding of Customer Support, Fraud & Payments, as well as KYC and AML requirements.
The successful candidate should possess accurate data input skills and attention to detail, good communication skills, both written and spoken and should be a motivated self-starter with a desire to succeed in a fast-paced business environment. This role reports directly to the Customer Success Operations Manager.


Key Responsibilities


Lead and manage daily team operations, delegate tasks, and align efforts with broader strategy.
Develop and implement timelines and goals to achieve team and company targets.
Suggest and implement improvements to customer success operations and processes for financial efficiency.
Own team KPIs, ensuring monthly targets are met or exceeded through quality monitoring and ad-hoc reporting.
Conduct performance reviews and manage quality assurance with ongoing feedback and coaching.
Train and empower team members to boost confidence, product knowledge, and communication skills.
Create engaging techniques for regular product and compliance knowledge assessments.
Strategize interventions and development plans to maximize individual and team potential.
Ensure the team is consistently informed with key updates, tools, and skills needed to perform effectively.
Escalate and resolve complaints, and oversee accurate handling of Payments and Reconciliation variances.
Motivate the team to be goal-oriented and contribute to company growth.
Foster a positive, inspiring work environment that supports collaboration and success.


Skills, Knowledge And Experience


A clear understanding and knowledge of the sports and betting industry.
Experience of managing, leading, and developing a successful.
Possess good IT skills combined with fast and accurate typing.
Ability to drive the team forward in terms of goals and cultural change.
Handle quality assurance, with continuous feedback and coaching support.
Provide feedback, mentoring and coaching, as well as reward and recognition.
Good interpersonal skills and the ability to build rapport at all levels with stakeholders.
Clear articulation of the player benefits for promoting marketing campaigns to the team.
A self-starter attitude with the ability to multi-task, work under pressure and meet deadlines.
Capable of driving results independently while collaborating effectively within a team.
Report on key metrics and real time management of operations.
Skilled in organizational planning and time management to coordinate team priorities, delegate tasks effectively, and ensure timely achievement of goals.
Understanding and applying AI tools in projects.
Using AI to support teams and effectively manage day to day activities.
Ability to communicate AI’s role in enhancing, not replacing, human work while aligning with business goals and engagement