Sport VIP Team Lead

1 day ago

Limassol, Limassol, Cyprus WeDoSupport Full time €40,000 - €80,000 per year

At WeDoSupport, we don't just manage services – we support success. Founded in 2023 in Cyprus, our diverse international team of 120+ members specializes in customer support, AML and fraud prevention, KYC, and risk management, ensuring our clients' operations stay secure and efficient. Just as we support our clients, we support our team: with opportunities for growth, stability, rewards, relocation assistance, and a strong sense of community. Together, we do support, and we do it right. We'd love to have you with us.


As a Sport VIP Team Lead, you will oversee the performance and quality assurance of our Sport VIP Manger Team. Your primary goal is to ensure our VIP clients receive world-class service by managing a team of dedicated Sport Vip Managers, monitoring interactions, driving performance metrics, and continuously enhancing service quality. You'll play a critical role in maintaining strong relationships with high-value clients by ensuring their needs are met efficiently, personally, and professionally.
 
Key Responsibilities:
Team Leadership
  • Lead, mentor, and manage a team of VIP Sport Managers following the Sport Team direction.
  • Monitor team KPIs, ensure adherence to service level agreements and drive consistent performance.
  • Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
Quality Assurance
  • Monitor, evaluate, and score customer interactions to ensure high standards in communication, product knowledge, and compliance.
  • Identify training needs and collaborate with the Sport Department and Training Department to develop programs.
  • Provide actionable feedback and support continuous improvement initiatives.
Operational Excellence
  • Collaborate closely with Sport Team to resolve client issues and align on business priorities.
  • Utilise data insights and feedback loops to improve processes, tools, and workflows.
Customer Experience
  • Ensure that Sport VIP clients receive personalised, efficient, and high-quality service.
  • Support Sport Vip Manager on Handleing escalations and complex cases with discretion and professionalism.
  • Monitor customer satisfaction scores (CSAT/NPS) and implement corrective actions.
Requirement Experience :
  • 1+ years of experience in a QA or Team Lead role within the iGaming or online betting industry.
  • In-depth understanding of the VIP client journey and the sports betting lifecycle.
  • Prior experience handling high-value clients in a fast-paced, multilingual environment.

What we offer:

  • Monthly KPIs Bonus;

  • Snacks in the Office;

  • 24 days of vacation per year;

  • Attractive office location and facilities;

  • Medical insurance;

  • Breakfasts and lunches in the office (partially paid by the Company);

  • Languages classes (partially paid by the Company);

  • Social Club of the Company.

Your potential + our support = success. Let's make it happen

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