Customer Support Team Lead

About the role

We are looking for an experienced Customer Support Team Lead to join our Customer Operations team in Dublin. Reporting to the Head of Customer Operations, you will be responsible for delivering high-quality, compliant, and customer-focused support across all channels. The role combines people leadership with data-driven process improvement.

Key responsibilities

• Lead, coach and develop a team of Customer Support Agents to meet SLAs, KPIs and quality targets.
• Manage daily operations, including workload prioritisation, resource planning and queue management.
• Promote a customer-first culture and drive first-contact resolution.
• Ensure compliance with regulatory, responsible-play and data-protection requirements.
• Monitor performance using data, QA insights and customer feedback, translating trends into actionable improvements.
• Conduct regular 1:1s, performance reviews and coaching sessions.
• Handle escalations for complex customer, retailer or operational issues.
• Support implementation of process improvements, tools, automation and AI-enabled solutions.
• Collaborate with Product, Marketing, IT, Retail, Legal and Player Protection teams.
• Represent the voice of the customer in business discussions and participate in weekend on-call cover when required.

Required profile

• Minimum 1 year experience in a leadership role within a regulated, fast-paced environment.
• Strong leadership and coaching abilities with a focus on team development.
• Excellent written and verbal communication skills.
• High attention to detail and solid understanding of compliance requirements.
• Analytical mindset with the ability to interpret data and drive improvements.
• Strong problem-solving skills and sound judgement.
• Proven stakeholder management and influencing capabilities.

Required skills

• Experience with CRM and workflow tools, preferably Zendesk or similar.