Assistant Customer Support Team Lead

About us

Xcite Ventures Limited is a dynamic scale-up in the Social Gaming Industry. We are all about building amazing entertainment products with the customer experience as the main priority. Our mission is to revolutionize online entertainment.

The role

We are looking for a proactive and customer-focused Assistant Customer Support Team Lead to join our growing team at Xcite Ventures Ltd.

In this role, you'll support the daily operations of our Customer Support team, helping ensure our players receive a great experience across all interactions. You'll handle customer queries and escalations, support team members and help maintain high service standards.

This is a great opportunity for someone who enjoys solving problems, supporting others and is ready to take the next step towards a leadership role.

What you'll be doing

• Respond to customer queries via Live Chat and Email, ensuring a positive player experience.

• Handle customer escalations and Trustpilot reviews professionally and efficiently.

• Monitor support queues, allocate resources and help ensure SLAs are met.

• Monitor live chats and provide guidance and assistance to team members when needed.

• Support team performance by sharing feedback, coaching and helping agents improve.

• Work closely with other departments to resolve complex queries and technical issues.

• Identify common customer pain points and share insights with management to help improve our services.

What we're looking for

• Previous experience in Customer Support, ideally within iGaming, Social Gaming or online entertainment.

• Strong communication and problem-solving skills, with a customer-first mindset.

• Excellent attention to detail and the ability to manage multiple priorities.

• A positive, proactive attitude and the ability to stay calm in challenging situations.

• A team player who enjoys helping others and has the potential to coach and develop colleagues.

• Comfortable working in a fast-paced environment.

• Flexibility to work different shifts, including weekends.

Why join us?

At Xcite, you'll be part of a friendly, collaborative and growing team where your ideas and contributions matter. You'll have the opportunity to develop your skills, take on more responsibility and make a real impact on the experience we deliver to our players.

Previous customer support experience, ideally in iGaming or social gaming; strong communication and problem-solving; attention to detail; flexibility for shifts including weekends.

Key Responsibilities

• responding to queries
• handling escalations
• coaching team members

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Contract
• Workplace: Remote — Latvia or Georgia or Poland
• Languages: English

About Xcite Ventures

A dynamic scale-up in the social gaming industry focused on customer experience and online entertainment. — Industry: Information Technology