Casumo was established in 2012 and has been leading the innovation of the iGaming industry ever since. Known for its unique and lovable brands including Casumo, Dunder and Kazoom Casino, the group continues to develop and deliver best-in-class gaming products and experiences. We believe in the power of collective genius and look for idea generators, solution seekers and ingenious innovators that want to play a part in pioneering our brands into the future.

About the Team

We are seeking an experienced Customer Support Team Lead to join our dynamic team in Macedonia. You will lead a team of customer support members to ensure our players receive exceptional service and assistance. You will report to the Head of Customer Service and work hand in hand to carry out the department's strategy, while ensuring operational alignment between other Customer Experience functions.

Location: Skopje, Macedonia (we expect the candidate to be based in Skopje or relocate to Skopje).

As CS Team Lead You Will:

• Team Leadership: Oversee and manage the service delivery of the customer service team, providing guidance, coaching, and support to ensure high levels of performance and employee engagement

• Recruitment & Training: Manage the teams’ recruitment process, induction, and onboarding, along with scheduling and workforce planning. Implement enhanced training programs for the team and ensure that team members are equipped with the knowledge and skills needed to deliver exceptional service

• Performance Management – assess, identify gaps, provide support, and initiate performance improvement plans when necessary and reward high performance

• Metrics Management: Ensure SLAs are met and that customer requests are handled with a high level of service, including meeting and exceeding CSAT, AHT and First Response Time targets. Focus on continuous improvement to identify areas of improvement and implement necessary changes

• Technology and Tools: Evaluate, implement, and optimize customer service technologies and tools (e.g., ticketing systems, chatbots) to enhance efficiency, automation level, and customer satisfaction

• Reporting and Analytics: Generate regular reports on customer service performance, customer feedback, and other relevant metrics. Use data-driven insights to make informed decisions and drive continuous improvement

• Collaboration: Collaborate closely with engagement teams such as CRM, VIP and social media to deliver player engaging activities across multiple platforms

• Compliance: Ensure that the outsourced customer service team adheres to all company policies, procedures, and regulatory requirements

About You:

• Minimum Experience: You have minimum 3-5 years’ experience of managing people in a team-lead role

  • experience within support team in online/e-commerce industry preferred

• People focused: You inspire people and create a high-performance culture, provide timely feedback and coaching, and reward exceptional performance

• Customer focused mindset: Empathy comes natural to you when dealing with Casumo’s players. You adopt a customer focused mindset and culture to understand the experiences and outcomes customers expect from our organization while leading and collaborating on customer experience related initiatives

• Communication & Collaboration: Possess excellent communication (excellent verbal and written English skills) and collaboration skills. Establish strong relationship and stakeholder management skills.

• Excellent organizational skills: You have great time-management skills and can work under pressure against tight and changing deadlines.

• Data Driven: You use data and player insights to proactively identify and advise on opportunities for service sales, improved player satisfaction and product improvements

Nice to Have

• Knowledge of chat related metrics, chatbot implementation is beneficial

The Perks

• A competitive base salary

• Continuous leadership development to set you up for success and growth within the role

• A range of training courses, known as Casumo College, for continuous learning

• Access to some of the greatest tools and platforms out there

• An incredibly diverse team of smart, motivated colleagues from more than 30 countries

• Private health insurance

• Wellness incentives, including gym passes

• Gourmet lunches and healthy snacks prepared

• Social events for building strong relationships with colleagues from all across the organization

Great minds don't think alike

At Casumo we're all different. By building a team where difference is embraced, through our lived experiences, our beliefs, and who we are, we create a diverse and inclusive home for all our 'sumos. It's about keeping it real and being your true self. Because, great minds don't think alike; the more diverse we are, the better we become, together.