Position Overview

At SilverSpin, the Customer Service Training Lead plays a vital role in developing and empowering our customer service teams to deliver exceptional player experiences in the dynamic iGaming industry. Through structured training programs, coaching, and continuous development, the trainer ensures that all agents are equipped with the skills, knowledge, and confidence to handle customer interactions effectively.

Key Responsibilities

• Craft engaging, tailored training programs that provide customer service agents with the tools and knowledge they need to thrive, making learning both effective and
  exciting.
• Create and launch a New Starter Academy that introduces new hires to the company culture, customer service standards and product knowledge in a fun way.
• Create and continuously update training materials, FAQs, e-learning modules, and
  visual aids—that are easy to understand and visually appealing, ensuring they’re
  always fresh and relevant.
•  Offer regular group coaching sessions that empower agents to sharpen their skills,
  boost their confidence, and increase their product knowledge. Help them grow and
  succeed with personalized, constructive feedback.
•  Use quizzes, performance evaluations, and trainee feedback to measure the success of the training program, ensuring each agent is improving and achieving their goals.
• Plan and deliver workshops that promote continuous improvement, offering agents
  refresher training and addressing knowledge gaps with interactive sessions that keep
  learning fresh. 
• Monitor and measure KPIs related to customer service performance, including response times, customer satisfaction scores, and issue resolution rates, to ensure training effectiveness and continuous improvement.
• Work closely with Head of Opex, Customer Support Managers, Team Leads, Shift
  Leads and other teams to ensure that training programs align with overall business goals, policies, and the company's evolving needs.
• Regularly review and refresh training content to reflect new products, services, or
  company updates, making sure agents are always in the loop with the latest information
• Provide regular, personalized feedback to individual agents, helping them identify
  areas of strength and opportunities for growth, while motivating them to achieve
  their personal development goals and boost overall team performance.
  
  
  

Requirements

• 1+ year of experience in a similar role with strong knowledge of betting platforms, casino games, sports betting, live dealer games, and industry terminology.
• Ability to train agents on platform navigation, payment processing, game rules, bonus mechanics, and troubleshooting.
• Coach agents on multi-channel communication for quick, clear, and effective player support.
• Experienced in mentoring customer service teams, driving skill improvement and performance consistency.
• Evaluate training effectiveness through performance reviews, chat/call evaluations, and customer feedback.
• Passionate about making training interactive and enjoyable, ensuring continuous improvement in agent performance and player satisfaction.
• Identify knowledge gaps and implement training solutions to enhance agent skills.
• Create a supportive learning environment for agents to ask questions and improve.
• Experience in online gambling and PowerPoint.
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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.