This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Care Team Lead (Poker) based in Ireland.

Join a fast-growing iGaming support organization where customer experience is at the core of product success. In this leadership role, you will guide and develop a customer care team responsible for delivering high-quality support to poker players across multiple channels. You will shape operational standards, improve service performance, and ensure seamless collaboration between support, product, and operations teams. This position combines hands-on leadership with strategic process improvement, giving you the opportunity to directly influence customer satisfaction and operational efficiency. Working in a dynamic, remote-first environment, you will play a key role in scaling support capabilities while maintaining a strong focus on quality, speed, and player experience.

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Accountabilities

Develop, implement, and continuously improve customer care processes, operational procedures, scripts, and SLA standards to ensure high-quality support delivery.
Define and monitor key performance indicators such as FRT, CSAT, wait time, and resolution metrics, ensuring consistent service excellence.
Lead, coach, and develop customer care agents and supervisors, supporting their growth and performance improvement.
Oversee onboarding and training programs, ensuring new team members are effectively integrated and equipped for success.
Analyze support interactions and customer feedback to identify trends and drive improvements in customer experience.
Collaborate closely with Product, Operations, and other internal teams to optimize workflows and enhance cross-functional efficiency.
Participate in recruitment processes for agents and supervisors, ensuring strong team scaling and capability building.
Support the development of a culture of accountability, quality, and continuous improvement within the support organization.

Requirements

Minimum of 2 years of experience in customer care roles within poker or iGaming environments (Tier 1 markets preferred).
At least 1 year of experience in a leadership or team lead role within customer support.
Strong understanding of poker mechanics, including NLH, PLO, MTT, SNG, and bounty formats, as well as basic rakeback calculations.
Experience working with SLA-driven support environments and key metrics such as FRT, CSAT, and wait time.
Hands-on experience with omnichannel customer support platforms such as Zendesk, Freshdesk, or similar tools.
Upper-Intermediate (B2+) or higher level of English for professional communication.
Strong analytical, organizational, and problem-solving skills with a customer-first mindset.
Ability to lead distributed teams, manage priorities effectively, and maintain performance under pressure.
Experience with AI tools, chatbots, or automation in customer service is considered a plus.
Prior experience building or scaling support teams from the ground up is an advantage.

Benefits

Fully remote work with flexibility to choose your working environment.
Official employment support in Ukraine or Poland, including assistance with administrative processes.
20 paid vacation days and sick leave to support work-life balance.
Comprehensive medical insurance and psychological support coverage.
Monthly flexible benefits allowance for sports, hobbies, wellness, or personal interests.
Access to training programs, workshops, corporate English classes, and a digital learning library.
Regular team events, workshops, and company gatherings.
Clear career development paths with performance reviews and mentoring opportunities.
Collaborative, low-bureaucracy environment focused on autonomy and continuous improvement.

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How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Customer Care Team Lead (Poker)

Benefits

Job Description