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Home / Jobs / Customer Success Team Lead Customer Success Team Lead Call Power
Posted July 29, 2026 About the role Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. We are seeking a Customer Success Team Lead to join our Warsaw, Poland team on an on-site basis.
Responsibilities Lead and develop a team of specialists/analysts focusing on customer service processes and quality. Home / Jobs / Customer Success Team Lead Customer Success Team Lead Call Power
Posted July 29, 2026 About the role Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. We are seeking a Customer Success Team Lead to join our Warsaw, Poland team on an on-site basis.
Responsibilities Lead and develop a team of specialists/analysts focusing on customer service processes and quality.
Manage multiple projects from concept through implementation.
Design new customer service processes and optimize existing ones.
Document business processes using BPMN notation (as-is/to-be diagrams).
Understand contact center operations (SLA, FR, CT), line workload, staffing, and daily operational specifics.
Oversee quality control: analyze quality metrics, identify bottlenecks, propose and implement improvements.
Define requirements for changes to scripts, guidelines, and operator instructions.
Set goals, priorities, and development plans for the team.
Coordinate changes with related departments (IT, training, HR, product).
Prepare project status reports and presentations for senior management.
Act as a point of escalation for complex process or quality issues. Requirements Proven experience in a Team Leader or Operations Manager role within customer support or iGaming environments. Demonstrated experience managing Supervisors and multi-level support teams. Strong understanding of customer support operations, KPIs, and service quality frameworks. Advanced analytical skills with the ability to interpret data, identify patterns, and drive strategic decisions. Experience working with CRM s
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Manage multiple projects from concept through implementation.
Design new customer service processes and optimize existing ones.
Document business processes using BPMN notation (as-is/to-be diagrams).
Understand contact center operations (SLA, FR, CT), line workload, staffing, and daily operational specifics.
Oversee quality control: analyze quality metrics, identify bottlenecks, propose and implement improvements.
Define requirements for changes to scripts, guidelines, and operator instructions.
Set goals, priorities, and development plans for the team.
Coordinate changes with related departments (IT, training, HR, product).
Prepare project status reports and presentations for senior management.
Act as a point of escalation for complex process or quality issues. Requirements Proven experience in a Team Leader or Operations Manager role within customer support or iGaming environments. Demonstrated experience managing Supervisors and multi-level support teams. Strong understanding of customer support operations, KPIs, and service quality frameworks. Advanced analytical skills with the ability to interpret data, identify patterns, and drive strategic decisions. Experience working with CRM s
Get email alerts when new roles like this are posted.
Based on: Customer Success Team Lead
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Customer Success Team Lead at Call Power | JobMatcher
