Job Description

Flexible availabilityrequired, including evenings, weekends, and peak promotional periods

Role Overview

TheCustomer Service Team Lead is responsible for end-to-end ownership of the support experience, including service standards, tier performance, and revenue-impacting metrics. This role leads frontline CS operations, manages VIP escalations, and uses reporting and analytics to improve retention, lifetime value, and overall player satisfaction—while ensuring full sweepstakes compliance.

Key Responsibilities

  • Own theVIP tier service model , including response SLAs, escalation workflows, and personalized support standards
  • Partner with Marketing, Product, and VIP Management to supportretention, reactivation, and revenue growth within VIP segments
  • Track and report onStandard andVIP KPIs such as retention rate, churn, ARPU/LTV trends, redemption velocity, and service-related revenue impact
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