Punë
CS Team Lead
NEXA Group
cs-team-lead-ihcivi
Shkupi, North Macedonia
Të tjera
Përshkrimi
**NEXA Group — Customer Support Team Lead**
**Department:**
Customer Support
**Reports to:**
Head of Customer Support
**Location:**
Skopje, North Macedonia
**Employment Type:**
Full-Time
**Working Hours:**
40 hours per week, working on a rotational shift schedule
Role Summary
The Customer Support Team Lead is responsible for overseeing the day-to-day operations of the Customer Support team, ensuring high service standards, efficient workflows, and an exceptional customer experience across NEXA Group brands.
This role combines hands-on customer support with team leadership, performance management, coaching, and operational oversight. The successful candidate will support the Head of Customer Support in driving team performance, maintaining service quality, and ensuring the department operates efficiently across all shifts.
Key ResponsibilitiesTeam Leadership & Development
- Lead, support, and motivate Customer Support Agents in their daily activities.
- Monitor team performance, attendance, productivity, and adherence to schedules.
- Provide regular coaching, feedback, and guidance to improve individual and team performance.
- Support onboarding and training for new team members.
- Assist with performance reviews, development plans, and identifying training needs.
- Foster a positive, accountable, and collaborative team culture.
Customer Support Operations
- Oversee daily support operations and ensure all customer enquiries are handled professionally and efficiently.
- Monitor ticket queues, response times, resolution times, and outstanding cases.
- Handle escalated customer complaints and complex issues where additional support is required.
- Ensure consistent service standards across all communication channels and shifts.
- Support shift handovers and ensure outstanding issues are communicated clearly between teams.
- Step in to handle customer enquiries during busy periods or when operationally required.
Performance & Reporting
- Monitor team KPIs, including response times, resolution rates, customer satisfaction, and productivity.
- Prepare regular performance updates and report operational issues to the Head of Customer Support.
- Identify recurring customer issues and recommend improvements to workflows and processes.
- Ensure the team meets agreed service-level agreements (SLAs) and departmental targets.
- Use performance data to identify areas for improvement and implement corrective actions.
Quality Assurance & Compliance
- Ensure customer interactions meet company quality standards and brand guidelines.
- Conduct regular reviews of customer conversations and provide actionable feedback.
- Ensure all customer support procedures are followed consistently.
- Work closely with relevant departments to resolve customer issues involving payments, accounts, promotions, and technical problems.
- Escalate potential fraud, responsible gambling concerns, compliance issues, and sensitive customer cases through the appropriate channels.
- Maintain accurate records and ensure customer information is handled confidentially.
Communication & Collaboration
- Work closely with the Head of Customer Support to implement departmental objectives and improvements.
- Coordinate with Payments, Fraud & Risk, CRM, Casino Operations, and other relevant teams to resolve customer issues.
- Communicate operational updates, policy changes, and important announcements to the team.
- Ensure clear communication between team members, management, and other departments.
- Contribute ideas to improve customer satisfaction, team efficiency, and the overall support experience.
Requirements
- Previous experience in a Customer Support Team Lead, Supervisor, or Senior Customer Support role.
- Experience working within iGaming, online casinos, or a similar fast-paced digital environment is preferred.
- Strong leadership, coaching, and team management skills.
- Excellent written and verbal English communication skills.
- Strong problem-solving, decision-making, and organisational abilities.
- Experience monitoring KPIs, SLAs, and customer satisfaction metrics.
- Ability to manage escalations and remain calm under pressure.
- Comfortable working with customer support platforms, ticketing systems, and internal communication tools.
- High attention to detail and a strong sense of accountability.
- Willingness to work rotational shifts, including nights, weekends, and public holidays where required.
Working Hours & Shift Requirements
- Full-time position, working
**40 hours per week**
- Rotational shift schedule based on operational requirements.
- Shifts may include morning, afternoon, and night coverage.
- Weekend and public holiday work may be required as part of the rotation.
- Employees are expected to arrive on time, complete shift handovers, and maintain reliable attendance.
- All working hours, breaks, overtime, and rest periods will be managed in accordance with applicable labour legislation and company policy.
What Success Looks Like
- Consistently high customer satisfaction and service quality.
- Achievement of agreed team KPIs and SLAs.
- Effective team performance, engagement, and accountability.
- Reduced response and resolution times.
- Accurate and consistent shift handovers.
- Efficient escalation management and cross-department collaboration.
- A well-trained, motivated, and high-performing Customer Support team.
Our Values at NEXA Group
- **Integrity**
— We act honestly, responsibly, and transparently.
- **People First**
— We support our people and put customers at the heart of what we do.
- **Collaboration**
— We work together across teams and brands to achieve shared goals.
- **Ambition**
— We continuously challenge ourselves to improve and grow.
- **Excellence**
— We take pride in delivering high-quality work and outstanding customer experiences.
Burimi: https://www.linkedin.com/jobs/view/4477384184/
**Department:**
Customer Support
**Reports to:**
Head of Customer Support
**Location:**
Skopje, North Macedonia
**Employment Type:**
Full-Time
**Working Hours:**
40 hours per week, working on a rotational shift schedule
Role Summary
The Customer Support Team Lead is responsible for overseeing the day-to-day operations of the Customer Support team, ensuring high service standards, efficient workflows, and an exceptional customer experience across NEXA Group brands.
This role combines hands-on customer support with team leadership, performance management, coaching, and operational oversight. The successful candidate will support the Head of Customer Support in driving team performance, maintaining service quality, and ensuring the department operates efficiently across all shifts.
Key ResponsibilitiesTeam Leadership & Development
- Lead, support, and motivate Customer Support Agents in their daily activities.
- Monitor team performance, attendance, productivity, and adherence to schedules.
- Provide regular coaching, feedback, and guidance to improve individual and team performance.
- Support onboarding and training for new team members.
- Assist with performance reviews, development plans, and identifying training needs.
- Foster a positive, accountable, and collaborative team culture.
Customer Support Operations
- Oversee daily support operations and ensure all customer enquiries are handled professionally and efficiently.
- Monitor ticket queues, response times, resolution times, and outstanding cases.
- Handle escalated customer complaints and complex issues where additional support is required.
- Ensure consistent service standards across all communication channels and shifts.
- Support shift handovers and ensure outstanding issues are communicated clearly between teams.
- Step in to handle customer enquiries during busy periods or when operationally required.
Performance & Reporting
- Monitor team KPIs, including response times, resolution rates, customer satisfaction, and productivity.
- Prepare regular performance updates and report operational issues to the Head of Customer Support.
- Identify recurring customer issues and recommend improvements to workflows and processes.
- Ensure the team meets agreed service-level agreements (SLAs) and departmental targets.
- Use performance data to identify areas for improvement and implement corrective actions.
Quality Assurance & Compliance
- Ensure customer interactions meet company quality standards and brand guidelines.
- Conduct regular reviews of customer conversations and provide actionable feedback.
- Ensure all customer support procedures are followed consistently.
- Work closely with relevant departments to resolve customer issues involving payments, accounts, promotions, and technical problems.
- Escalate potential fraud, responsible gambling concerns, compliance issues, and sensitive customer cases through the appropriate channels.
- Maintain accurate records and ensure customer information is handled confidentially.
Communication & Collaboration
- Work closely with the Head of Customer Support to implement departmental objectives and improvements.
- Coordinate with Payments, Fraud & Risk, CRM, Casino Operations, and other relevant teams to resolve customer issues.
- Communicate operational updates, policy changes, and important announcements to the team.
- Ensure clear communication between team members, management, and other departments.
- Contribute ideas to improve customer satisfaction, team efficiency, and the overall support experience.
Requirements
- Previous experience in a Customer Support Team Lead, Supervisor, or Senior Customer Support role.
- Experience working within iGaming, online casinos, or a similar fast-paced digital environment is preferred.
- Strong leadership, coaching, and team management skills.
- Excellent written and verbal English communication skills.
- Strong problem-solving, decision-making, and organisational abilities.
- Experience monitoring KPIs, SLAs, and customer satisfaction metrics.
- Ability to manage escalations and remain calm under pressure.
- Comfortable working with customer support platforms, ticketing systems, and internal communication tools.
- High attention to detail and a strong sense of accountability.
- Willingness to work rotational shifts, including nights, weekends, and public holidays where required.
Working Hours & Shift Requirements
- Full-time position, working
**40 hours per week**
- Rotational shift schedule based on operational requirements.
- Shifts may include morning, afternoon, and night coverage.
- Weekend and public holiday work may be required as part of the rotation.
- Employees are expected to arrive on time, complete shift handovers, and maintain reliable attendance.
- All working hours, breaks, overtime, and rest periods will be managed in accordance with applicable labour legislation and company policy.
What Success Looks Like
- Consistently high customer satisfaction and service quality.
- Achievement of agreed team KPIs and SLAs.
- Effective team performance, engagement, and accountability.
- Reduced response and resolution times.
- Accurate and consistent shift handovers.
- Efficient escalation management and cross-department collaboration.
- A well-trained, motivated, and high-performing Customer Support team.
Our Values at NEXA Group
- **Integrity**
— We act honestly, responsibly, and transparently.
- **People First**
— We support our people and put customers at the heart of what we do.
- **Collaboration**
— We work together across teams and brands to achieve shared goals.
- **Ambition**
— We continuously challenge ourselves to improve and grow.
- **Excellence**
— We take pride in delivering high-quality work and outstanding customer experiences.
Burimi: https://www.linkedin.com/jobs/view/4477384184/
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Niveli: senior
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