Support Supervisor | iGaming

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

Our portfolio includes 10 large-scale projects successfully operating across Tier 1–3 markets. We continue to grow and expand into new markets.

We are currently looking for an experienced Support Supervisor to lead and develop our Customer Support team 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, KPIs, SLA, response time, and service quality.
• Coach and develop Support Agents through regular feedback and training.
• Handle escalated and complex customer cases.
• Maintain high customer service and communication standards.
• Monitor team KPIs and prepare performance reports.
• Improve support workflows, procedures, scripts, and internal processes.
• Work closely with CRM, VIP, Payments, Risk, Product, and other departments.
• Ensure 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, preferably in iGaming, betting, casino, fintech, or a similar industry.
• Experience managing and developing a Customer Support team.
• Strong understanding of Support KPIs, SLA, quality standards, and escalation processes.
• Experience working with the Turkish market will be a strong advantage.
• Strong leadership and communication skills.
• Ability to solve complex issues and make decisions in a fast-paced environment.
• 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
• ⚡ Fast decision-making and minimal bureaucracy
• 🚀 Opportunity to influence and improve Support processes for the Turkish market

If this opportunity is relevant to your experience, we will be glad to receive your application.