Customer Care Team Lead (Poker)

Role overview

A partner company is hiring a Customer Care Team Lead for its poker support function in Germany. This role sits within a fast-growing iGaming support setup where player experience is treated as a key driver of product success. You will lead a customer care team, strengthen service quality across multiple channels, and help scale operations in a remote-first environment.

The position blends people leadership with process ownership. You will be expected to improve day-to-day support execution, align closely with product and operations teams, and help build a culture centered on speed, quality, and accountability.

Core responsibilities

• Build, refine, and maintain customer care workflows, operating procedures, response scripts, and SLA standards.
• Track service metrics such as FRT, CSAT, wait time, and resolution performance, and use them to raise support quality.
• Coach, guide, and develop agents and supervisors so they can grow and perform consistently.
• Own onboarding and training activities for new hires to ensure smooth integration and readiness.
• Review customer conversations and feedback to spot recurring issues and opportunities for improvement.
• Work with Product, Operations, and other internal stakeholders to improve workflows and cross-team effectiveness.
• Take part in hiring processes for agents and supervisors to support team expansion and capability building.
• Help foster a team culture built on ownership, quality, and continuous improvement.

Required background and skills

The ideal candidate has at least 2 years of customer care experience in poker or broader iGaming settings, with Tier 1 market exposure preferred. In addition, at least 1 year of team lead or leadership experience in customer support is required.

You should have a solid grasp of poker formats and related concepts, including NLH, PLO, MTT, SNG, bounty formats, and basic rakeback calculations. Experience in SLA-based support environments and familiarity with metrics such as FRT, CSAT, and wait time are important.

Hands-on use of omnichannel support tools such as Zendesk, Freshdesk, or similar platforms is expected. Strong English communication skills at Upper-Intermediate (B2+) level or above are needed for professional collaboration.

The role also calls for strong analytical thinking, organization, problem-solving ability, and a customer-first mindset. You should be comfortable managing distributed teams, balancing priorities, and staying effective under pressure. Experience with AI tools, chatbots, or automation in customer service is a plus, and prior success in building or scaling a support team is an advantage.

Benefits

• Remote work with the flexibility to choose your own working setup.
• Official employment support in Ukraine or Poland, including help with administrative steps.
• 20 paid vacation days plus sick leave.
• Medical insurance and psychological support coverage.
• A monthly flexible allowance that can be used for sports, hobbies, wellness, or personal interests.
• Access to training, workshops, corporate English classes, and a digital learning library.
• Regular team events, workshops, and company gatherings.
• Clear growth paths supported by performance reviews and mentoring.
• A collaborative, low-bureaucracy environment that values autonomy and continuous improvement.

Application and hiring notes

This opportunity is posted on behalf of a partner company, which handles applications and all later steps in the hiring process. An AI-assisted matching process may be used to review applications fairly and quickly against the role’s core requirements. Shortlisted candidates are shared with the hiring company, while interviews and final decisions are managed internally by that team.

Privacy and data handling

By applying, you agree that your personal data may be processed for candidate evaluation and shared with the hiring employer under applicable data protection rules, including GDPR where relevant. You may request access, correction, deletion, or objection rights at any time. AI tools may also support parts of the recruitment process, such as resume review or response analysis, but final hiring decisions are made by humans.