It’s an exciting time to join Superbet, we’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.
Job Summary
Superbet is looking for an experienced Customer Engagement Team Leader to manage a growing team of Second Level Customer Engagement Analysts. This leadership role will involve coaching, mentoring, and supporting a team of 20+ analysts, while also providing decision-making support during peak periods and handling escalations. The ideal candidate will have 3-5 years of experience in customer service and team leadership, and will be comfortable using Zendesk to manage escalation processes and deliver top-quality customer service.
We're looking for someone with:
- 3-5 years of experience in customer service, team leadership, or a related field.
- Proven leadership skills and experience managing customer service escalation processes.
- Advanced proficiency with Zendesk or similar customer service tools.
- Experience managing teams of 20+ people, with the ability to coach, mentor, and drive performance improvements.
- Strong decision-making skills and the ability to handle critical situations with confidence, especially during peak times.
- Intermediate to advanced English proficiency is required.
- A proactive, detail-oriented, and customer-focused mindset with the ability to work effectively in a fast-paced, dynamic environment.
What you'll be doing:
- Manage and lead a team of 20+ Second Level Customer Engagement Analysts, providing coaching, guidance, and performance feedback.
- Support your team during peak periods, ensuring decisions are made effectively and quickly in critical customer situations.
- Oversee and manage customer service escalations, ensuring swift and accurate resolutions to complex issues.
- Collaborate with internal departments, including operations managers and product teams, to ensure customer service processes are streamlined and aligned with business goals.
- Monitor team performance and implement process improvements to enhance customer service delivery.
- Provide support to analysts in the form of training, process development, and problem-solving.
- Ensure team adherence to quality standards and company policies, driving continuous improvement and high performance.
About us:
Superbet is a tech & entertainment company founded in 2008, with the mission of bringing exciting, technology-powered entertainment in sports & gaming to millions of customers around the world.
The Group is present in 12 countries, in terms of operations or tech hubs, with the most important markets being Romania, Poland, Belgium, Serbia and Brazil.
In 2019, Superbet received €175 million strategic investment from Blackstone Inc., the world's largest private equity fund, to drive business growth and scalability.
As leaders in compliance and best practices, Superbet Group is member of the International Betting Integrity Association (IBIA) and the only company which has won four times the Best Sports Betting Operator in CEE award at the Central and Eastern European Gaming Conference (CEEGC).
