Customer Support Team Lead

Customer Support Team Lead

We’re an exciting and dynamic B2C gaming startup based in Tel Aviv, on a mission to create innovative and captivating gaming experiences that engage and delight players around the globe.

As a Customer Support Team Lead, you’ll play a vital role in leading, guiding, and inspiring our remote support team. Managing around 40 agents divided into smaller groups, you’ll serve as the key bridge between our players, our support teams, and our internal departments- ensuring every interaction embodies our values of care, excellence, and connection.

You’ll oversee performance, drive team development, and foster a supportive, family-like environment where every agent feels valued and empowered to do their best work.

Beyond people leadership, you’ll take an active role in improving operational and technical processes, enhancing tools and workflows, and being directly involved in resolving technical issues.

Your work will ensure that the support function remains a core driver of player satisfaction, loyalty, and long-term retention.

Responsibilities

🟣Lead, mentor, and monitor our Support Supervisors, who directly manage the Customer Support agents, by evaluating team performance and ensuring KPIs and service goals are consistently met and exceeded.

🟣Conduct regular performance reviews, provide constructive feedback, create personalized development plans, and offer clear guidance to help each supervisor grow and succeed.

🟣Oversee support escalations, ensuring fast and accurate resolution while maintaining excellent communication with players and internal stakeholders.

🟣Lead weekly team meetings to share updates, review performance insights, and celebrate achievements, fostering transparency, collaboration, and team spirit.

🟣Develop creative solutions and new initiatives that enhance agent efficiency, knowledge, and visibility through improved tools, processes, and workflows.

🟣Represent the support perspective by actively participating in task forces and cross-departmental discussions when developing new features or platform updates, ensuring the voice of the player and the team is always heard.

🟣Work on creating new capabilities after conducting an incident retrospective.

🟣Collaborate closely with R&D, Product, and Growth teams to relay player-facing technical issues, share insights from the field, and contribute to continuous improvement initiatives across the organization.

Who Are You?

You’re a natural leader who truly cares about people, amazing service, and technology. You believe that a strong, happy, and motivated support team is the foundation of exceptional player experiences.

You understand that support is not just about solving problems — it is also about retaining players.
דרישות התפקיד:
Requirements

🟣1–3 years of experience in a Customer Support leadership role, ideally managing remote or offshore teams.

🟣Experience in the gaming industry is a strong advantage.

🟣Deep understanding of support KPIs and how to use data-driven insights to improve team performance and service quality.

🟣A genuine passion for people and service, with a natural ability to build an environment where team members feel valued, supported, and motivated to excel.

🟣Proven experience handling escalations and technical investigations, with strong collaboration skills and the ability to work effectively alongside R&D and Product teams.

🟣Exceptional communication skills in English and Hebrew, both written and verbal, with the ability to lead, inspire, and foster trust across diverse teams.

🟣A creative and analytical problem-solver with a proactive mindset and a drive to innovate, enhance workflows, and continuously improve the support experience for both agents and players.