Customer Support Team Lead

Location: Limassol, Cyprus (on site)
Schedule: Full time, rotating shifts, including night shifts on site

About the role

We are hiring a Customer Support Team Lead to run our player support and technical helpdesk team day to day, and to own the configuration and training of our AI support agent. You will lead the agents, keep quality and response times on target, and make sure people and AI work as one support operation.

This is an on site role in Limassol, working in shifts that include night shifts on site, so the team is covered around US player hours.

Key responsibilities:

Team leadership:

• Lead, coach and motivate a team of Customer Support and Helpdesk Support Agents on the floor and on shift with them, including night shifts
• Plan shift rotas and coverage so chat and email are staffed around the clock and around US peak hours
• Onboard and train new agents on the platform, tools, procedures and AI workflows
• Run regular one to ones, give clear feedback and support agents’ development
• Take part in hiring for the team

Operations and quality:

• Monitor queues in real time and move people where they are needed
• Own the team’s service levels: response times, resolution rates and customer satisfaction
• Run quality reviews on agent and AI conversations, and act on what they show
• Handle escalations and the most sensitive player cases personally, including complaints, account and payment disputes
• Keep procedures, macros and internal guides accurate and up to date
• Report weekly on volumes, contact reasons, performance and trends to the Customer Support Manager

Technical helpdesk:

• Be the main contact between support and engineering for player facing technical issues
• Check the quality of bug reports from the team, prioritise them and follow them through to a fix
• Declare possible incidents when reports cluster, coordinate player updates and keep the known issues list current
• Make sure the team is ready for every release: briefed, tested, with updated content

Owning the AI support agent:

You will own the day to day configuration, training and performance of our AI support agent. Your goal is an agent that resolves more player questions correctly every month and hands over to people at the right moment.

Configuration:

• Configure the AI agent’s guidance, tone, content sources and answer behaviour in the support platform
• Build and maintain the rules for what the AI agent handles, what it must never handle, and when it hands over to a person
• Set up and maintain bot workflows, routing, tags and handover paths between AI and agents
• Publish changes to the live AI setup, after testing, and keep a change log of what changed and why

Training and content:

• Review and approve the snippets, answers and articles your agents draft for the AI agent
• Close content gaps: turn recurring unanswered questions and new features into AI ready content
• Test the AI agent against real player questions before and after every change and every product release

Performance and governance:

• Recommend AI tooling improvements to the Customer Support Manager
• Track AI resolution rate, handover rate, answer accuracy and player satisfaction with AI conversations
• Review AI conversations regularly, find failure patterns and fix them at the source
• Make sure the AI agent stays within our policies, with sensitive topics (payments, verification, account restrictions, responsible play) routed to people as defined
• Coach the team on working with AI and on reviewing AI output critically

What we are looking for:

Essential:

• At least 3 years in customer support, with at least 1 year leading a team or a shift, ideally in gaming or iGaming
• Hands on experience configuring or training an AI support agent, for example Intercom Fin or a similar tool
• Solid technical troubleshooting knowledge and experience working with engineering on bugs and incidents
• Proven results on service levels, quality and customer satisfaction
• Excellent written and spoken English
• Available to work on site in Limassol, in rotating shifts including night shifts on site

Desirable:

• Experience with Intercom or Zendesk administration: workflows, routing, macros and reporting
• Experience with Jira or a similar bug tracking tool
• Experience with online payments, identity verification or responsible play processes
• Experience writing procedures, training material and knowledge base content
• Experience with workforce planning and shift scheduling