Customer Support Supervisor / IGaming / Turkish

We are an iGaming company with more than three years of experience and a team of 1,000+ specialists.

Our achievements include 8 large-scale projects that are popular among our customers and successfully operate across Tier 1-3 markets.

We attract and value highly qualified professionals, which allows us to build efficient processes, scale strong teams, and successfully expand our presence in new markets.

We are currently looking for an experienced Customer Support Supervisor to lead support operations for the Turkish market.

Fluent Turkish and Russian are mandatory for this role.

Responsibilities:

• Manage and coordinate the daily work of the Customer Support team.
• Monitor team performance, service quality, response time, and SLA compliance.
• Support, coach, and develop Support Agents through regular feedback and training.
• Handle escalated and complex customer cases.
• Ensure a high level of customer service and consistent communication standards.
• Monitor team KPIs and prepare performance reports.
• Improve internal workflows, procedures, scripts, and support processes.
• Work closely with CRM, VIP, Payments, Risk, Product, and other departments.
• Ensure communication and support processes are adapted to the specifics of the Turkish market.
• Participate in onboarding and training of new team members.

Requirements:

• Previous experience as a Support Supervisor / Customer Support Team Lead / Support Team Lead, preferably within iGaming, betting, casino, or fintech.
• Strong people-management and leadership skills.
• Good understanding of customer support KPIs, quality standards, and escalation processes.
• Experience working with the Turkish market will be a strong advantage.
• Ability to work in a fast-paced, high-volume environment.
• Strong problem-solving and communication skills.
• Fluent Turkish - mandatory.
• Fluent Russian - mandatory.
• English at Intermediate level or higher will be an advantage.

What We Offer:

Fully remote work

Competitive salary

Paid vacation and sick leave

Career growth opportunities

International team and fast decision-making

Opportunity to influence and improve Support processes for the Turkish market

Interested? Send us your CV and let’s discuss the opportunity.