Customer Service Team Lead (Bilingual - French/English)

• Fluent in both French and English, with strong communication skills in both languages.
• Previous experience in a leadership or people management role within a customer service environment, ideally in the iGaming industry.
• Understanding of the iGaming industry, including familiarity with common player concerns like account verification, withdrawals, bonuses, and responsible gaming.
• Skilled at handling conflict and player escalations, with the ability to de-escalate tense situations and find satisfactory resolutions.
• Problem-solving mindset, capable of troubleshooting complex player issues even in situations with little prior guidance.
• Strong organizational skills, adept at managing team workload and helping to achieve both short-term and long-term operational goals.
• Advanced computer skills, with experience using customer support software, CRM systems, and data analysis tools.

• Lead, guide, and support a team of customer service representatives who handle player inquiries, including account issues, ︅︂​︁︅​︃︇​︇︄gameplay questions, and payment/withdrawal concerns.
• Foster a positive, energetic team environment that embraces the fast-paced nature of the iGaming industry while ensuring a player-centric focus.
• Coach, mentor, and develop team members, offering performance feedback, conducting regular evaluations, and implementing training programs to improve skills and boost performance.
• Serve as the point of contact for escalated player issues, including complex account problems, disputes, and technical issues, ensuring timely and satisfactory resolutions.
• Monitor performance metrics, such as response times, player satisfaction scores, and resolution rates, providing feedback and developing action plans for improvement.
• Analyze data and generate reports on team performance, player feedback, and trends within customer interactions, presenting insights and recommendations to upper management.
• Work closely with other departments, including IT, fraud, and payments teams, to resolve player issues and improve the overall customer experience.
• Stay updated on the latest iGaming regulations, platform updates, and game releases to provide accurate and relevant information to both players and team members.

• Be part of a forward-thinking company in the online casino and sports betting industry.
• Lead a team of dedicated professionals in a supportive and growth-oriented environment.
• Work on exciting projects that challenge your skills and help you grow.
• Competitive salary and yearly performance bonus.
• Exciting benefits, including meal tickets, coffee, and fruits.
• Welcome packs, trial period gifts, and special event surprises.
• Private insurance coverage for peace of mind.
• Transportation reimbursement for work from office (WFO)
• Referral program benefits for bringing in top talent
• Fun social activities like pizza days, lunch meetings, and themed parties.
• Team building events and sports activities to foster a great working environment.
• Training and development programs to support your professional growth.
• Plus, many other exciting perks!

REI Development Services is a young and modern company, established in 2016, providing high standard services, that has a great experience concerning Customer Care, Software/Game Development and many other services related to the Gambling Industry. Our main objective is to provide High-Quality Customer Service to our Partners, which are several important online Casino and Sports-betting sites such as Netbet or Casino777. We are proud to be part of an international network of companies, giving our employees the opportunity to interact with customers and offices from different parts of the world. You will be part of an international team of really cool people, with a nice working environment and colleagues who are always in a good mood, encourage and support you. You will also get to know your colleagues better during some fun activities: events and teambuilding activities, movie night, etc.

Let’s discuss the rest during the interview :)