Based in Vršac, Serbia, BST is seeking a Senior Customer Support Team Lead to mentor a team of Customer Support Agents and drive service quality in a fast-paced, cross-cultural iGaming environment. You will lead, coach, and empower agents, monitor KPIs, resolve complex issues, and collaborate with other leaders to ensure a seamless customer experience across all interactions. Responsibilities include: Leading, mentoring, and motivating the team; fostering a collaborative, accountable, and growth-focused culture. Providing regular feedback, conducting one-on-one meetings, and identifying development opportunities. Monitoring KPIs, customer interactions, and service quality to meet performance targets while maintaining high customer satisfaction. Acting as the primary escalation point for complex customer or team-related issues and delivering timely resolutions. Ensuring smooth day-to-day operations during scheduled shifts and supporting agents in real time. Aligning processes with Customer Support Managers and other Team Leads to ensure consistency and best practices. Enforcing company policies and standards, promoting continuous improvement and operational excellence. Requirements: Proven experience leading and managing a Customer Support team, with at least 5 years in Customer Support, including leadership responsibilities. Prior iGaming industry experience is essential. Strong leadership, coaching, and mentoring skills; ability to motivate and develop remote teams. Experience monitoring KPIs, conducting performance reviews, and driving continuous improvement. Solid unders

Based in Vršac, Serbia, BST is seeking a Senior Customer Support Team Lead to mentor a team of Customer Support Agents and drive service quality in a fast-paced, cross-cultural iGaming environment. You will lead, coach, and empower agents, monitor KPIs, resolve complex issues, and collaborate with other leaders to ensure a seamless customer experience across all interactions. Responsibilities include: Leading, mentoring, and motivating the team; fostering a collaborative, accountable, and growth-focused culture. Providing regular feedback, conducting one-on-one meetings, and identifying development opportunities. Monitoring KPIs, customer interactions, and service quality to meet performance targets while maintaining high customer satisfaction. Acting as the primary escalation point for complex customer or team-related issues and delivering timely resolutions. Ensuring smooth day-to-day operations during scheduled shifts and supporting agents in real time. Aligning processes with Customer Support Managers and other Team Leads to ensure consistency and best practices. Enforcing company policies and standards, promoting continuous improvement and operational excellence. Requirements: Proven experience leading and managing a Customer Support team, with at least 5 years in Customer Support, including leadership responsibilities. Prior iGaming industry experience is essential. Strong leadership, coaching, and mentoring skills; ability to motivate and develop remote teams. Experience monitoring KPIs, conducting performance reviews, and driving continuous improvement. Solid unders