Team Lead Sales in TrueGroup

We’re looking for an exceptional leader to build and lead our customer contact center, delivering world-class service and support to our players across casino and sportsbook verticals.

HOW YOU WILL MAKE AN IMPACT:

• Build the call center function from scratch, including structure, processes, service standards, KPIs, and tools.
• Hire, train, and motivate a high-performing team of agents and supervisors, fostering a culture of excellence and customer focus.
• Ensure regular player support via calls/sms.
• Implement quality assurance systems, communication scripts, and SLA standards to maintain outstanding customer satisfaction levels.
• Analyze key performance metrics (AHT, FCR, CSAT, SLA, etc.) and drive continuous improvement based on data insights.
• Collaborate closely with CRM, Product, VIP, and Payments teams to resolve escalations quickly and provide seamless player experiences.

• Optimize processes, automation, and workload distribution to scale operations efficiently as the business grows.

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• 2+ years of experience managing a call center in iGaming, fintech or a related industry.
• Proven experience building and scaling customer support teams from the ground up.
• Strong leadership skills with the ability to inspire and develop high-performing teams.
• Data-driven mindset with solid understanding of reporting tools and performance KPIs.
• Excellent communication and conflict-resolution abilities.

• English level B2-С1+ (spoken and written).

HOW WE WILL KEEP YOU SMILING

• We offer flexible working hours and remote work setup, enabling you to plan your work around your life and not your life around work!
• We offer unlimited vacation days, and we provide sick leave of paid.
• We are ready to offer relocation support for candidates.
• A competitive compensation that values the skills and experience you bring.
• Employee referral bonus and gifts for your special days.
• Financial support in 50% for learning expenses to help you in your professional growth!
• With us, you will experience a positive atmosphere and a company culture where people are valued above all else. You'll also have the opportunity to participate in fun team-building activities.