Customer Support Team Lead (Turkey)

WorkAff is seeking a Customer Support Team Lead to manage a growing chat support team for an international iGaming platform rapidly scaling in the Turkish market. The role involves leading operators, optimizing support processes, and ensuring high service quality during a phase of significant user growth.

• Lead and manage a team of Customer Support Operators (chat support)
• Create schedules, monitor attendance, and distribute workload
• Onboard, train, and provide regular coaching to operators
• Monitor and improve KPIs (CSAT, response time, FCR, quality)
• Review chats and provide structured feedback to operators
• Handle escalations related to payments, verification, bonuses, and technical issues
• Communicate with Payments, Product, Tech, and other teams
• Optimize scripts, macros, and internal support processes
• Participate in hiring operators for the Turkish market
• Collaborate with QA team on quality standards improvement

• Turkish fluency (spoken and written) - mandatory
• Confident English level for internal communication
• 2+ years of experience as a Team Lead or Supervisor in support, call center, or chat support
• Understanding of support KPIs and metrics
• Strong people management skills: coaching, feedback, conflict resolution
• Experience managing a remote team - a plus
• iGaming, betting, or online entertainment experience - a strong plus

Schedule: 5/2 shifts aligned with Turkish time zone, including evening and night shifts

Location: Fully remote - work from anywhere

Benefits & Perks:

• Paid onboarding and support during adaptation period
• Direct collaboration with Product, Payments, and QA teams
• Opportunity to build and scale a team for a key market
• Long-term cooperation and growth opportunities within the project