Position Overview

The Customer Relations Team Lead will oversee and support a team of customer service representatives, ensuring exceptional service delivery and customer satisfaction. They will handle escalated queries, provide guidance and training to team members, and collaborate with other departments to enhance service processes. This role involves monitoring team performance, optimizing workflows, and fostering a positive and productive work environment while meeting company objectives.

Key Responsibilities

• Ensure that more complex customer issues are followed up and resolved in a timely
  manner / provide first line escalation support
• Facilitate resolutions to customer queries and issues brought forward while actively striving to achieve a “one correct answer” across all channels
• Conduct induction training for new joiners in an informative and motivational fashion
• Keep induction training material / modules updated
• Show innovation by constantly improving the training program and tailoring it to the needs of the company and new joiners
• Be the first point of contact for the Customer Relations Associates
• Contribute to the ongoing improvement of the Customer Relations team’s performance
• Partake in the hiring process of new Customer Relations Associates
• Partake in the development and quality of the Customer Relations Associates
• Actively pursuit and sharing of customer knowledge
• Support and leverage our Customer Relations infrastructure
• Partake in the planning of customer engagement initiatives
• Implement everyday improvement
• Participate in quarterly assessments whereby various projects will be discussed and assigned
• Lead your own team by example and cooperate with other teams across the organization

Requirements

• Strong verbal and written communication skills in English.
• Proven track record in people management.
• Extensive experience in the iGaming industry.
• Lead by example to inspire and motivate your team.
• Bring positive energy and a can-do attitude.
• Capable of multitasking while staying focused.
• Enjoy and promote collaborative teamwork.
• Able to work both independently and with others.
• Perform well under pressure with strong organizational skills.

Why Work With Us?

At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). 🎉💼  We offer:

• Competitive Salary & Benefits
• Growth & Development Opportunities
• Creative and Collaborative Environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.