Customer Care Team Lead (Poker)

Role overview

This is a leadership opening for an Ireland-based Customer Care Team Lead focused on poker support. The opportunity is presented on behalf of a partner company, which will handle applications and all subsequent hiring stages. You will join a rapidly expanding iGaming support team where service quality is closely tied to product success.

In this role, you will manage and grow a customer care function that supports poker players across several communication channels. The position blends people leadership with operational improvement: you will strengthen service standards, refine processes, and help ensure smooth coordination between support, product, and operations. It is a remote-first role with a strong emphasis on quality, speed, and the overall player experience.

Key responsibilities

• Build, roll out, and keep improving customer care workflows, operating procedures, support scripts, and SLA benchmarks to maintain a consistently high service level.
• Track essential performance measures such as first response time, customer satisfaction, wait time, and resolution outcomes, and use them to drive better support delivery.
• Manage, mentor, and develop agents and supervisors so they can progress in role and improve their performance.
• Take ownership of onboarding and training, ensuring new hires are properly prepared and integrated into the team.
• Review support conversations and customer input to spot recurring issues and create improvements in the customer journey.
• Work closely with Product, Operations, and other internal stakeholders to streamline processes and strengthen cross-team efficiency.
• Participate in hiring for agent and supervisor positions to help the team scale with the right capabilities.
• Help foster a culture built on accountability, quality, and ongoing improvement across the support organization.

Requirements

• At least 2 years of customer care experience in poker or broader iGaming settings, with Tier 1 market exposure preferred.
• Minimum 1 year in a leadership, supervisor, or team lead position within customer support.
• Good working knowledge of poker formats and mechanics, including NLH, PLO, MTT, SNG, bounty formats, and basic rakeback calculations.
• Experience operating in SLA-based support environments and measuring performance through metrics like first response time, CSAT, and wait time.
• Practical experience using omnichannel support systems such as Zendesk, Freshdesk, or comparable platforms.
• Strong written and spoken English at Upper-Intermediate (B2+) level or above for professional communication.
• Well-developed analytical, planning, and problem-solving abilities, with a strong customer-first approach.
• Capability to lead remote or distributed teams, prioritize effectively, and stay composed under pressure.
• Experience with AI-enabled tools, chatbots, or automation in customer service is an advantage.
• Previous involvement in building or scaling a support team from scratch is beneficial.

Benefits and working environment

• Fully remote working arrangement with flexibility over your work setting.
• Official employment support in Ukraine or Poland, including help with administrative procedures.
• 20 days of paid vacation plus sick leave.
• Medical insurance and psychological support coverage.
• Monthly flexible benefits budget that can be used for sports, hobbies, wellness, or other personal interests.
• Access to learning and development resources, including training programs, workshops, corporate English classes, and a digital learning library.
• Regular team activities, workshops, and company events.
• Clear growth paths supported by performance reviews and mentoring opportunities.
• A collaborative, low-bureaucracy culture that values autonomy and continuous improvement.

Application and hiring process

This opportunity is routed through a partner organization. Applications are reviewed through an AI-assisted matching process designed to screen candidates objectively and quickly against the role’s main requirements. The shortlist is then passed to the hiring company, which manages interviews, assessments, and final decisions internally.

Privacy and data processing

By applying, candidates acknowledge that their personal data may be processed to assess candidacy and shared with the employer as part of pre-contractual steps and legitimate-interest processing under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection at any time.

Use of AI in hiring

AI tools may be used to support parts of recruitment, including reviewing applications, analyzing CVs, and checking responses for consistency or verification signals. These tools assist the recruitment team but do not replace human judgment; the final hiring decision remains with people.