Customer Support Team Leader
It’s an exciting time to join us! We’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.
At Super Technologies, we rely on knowledgeable professionals to interact with our valued customers when they need support. We’re looking for a skilled customer support team leader who can lead our representatives to exceptional performance and improve service quality. The ideal candidate will demonstrate good leadership skills and focus on resolving both customer and team member concerns with empathy and efficiency. They should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing.
What you will be doing :
- Lead, coach, and mentor a team of customer support agents, ensuring high performance and engagement.
- Monitor daily operations, including case management, response times, and resolution quality.
- Manage shift scheduling, workload distribution, and resource planning to meet SLAs.
- Provide regular feedback and performance evaluations, identifying training needs and development opportunities.
- Handle complex or escalated customer cases, ensuring timely and effective resolutions.
- Track and analyze team metrics (CSAT, AHT, First Response Time, etc.), and implement improvement plans where necessary.
- Collaborate with QA, Training, and other departments to enhance processes, tools, and customer experience.
- Support new initiatives such as automation, AI-assisted support, and process optimization.
- Prepare and deliver regular reports on team performance and operational KPIs to management.
We are looking for someone who :
- Has proven experience in customer support, with at least 1 year in a supervisory or team leader role.
- Has strong leadership and people management skills, with the ability to motivate and develop team members.
- Has excellent communication and problem-solving skills.
- Has solid understanding of customer service KPIs and operational metrics.
- Is able to manage multiple priorities in a fast-paced environment.
- Has proficiency in CRM systems and support platforms (e.g., Zendesk, Salesforce, Freshdesk).
- Has very good level of English and proficiency in Greek.
Please provide a CV in English.
About us
We are a global technology company dedicated to building the future of entertainment and fan-centric experiences.
With commercial markets in Brazil, Belgium, Poland, Romania, and Serbia, our company has evolved from a leading sports betting and gaming operator into a diversified product and tech organization, gathering more than 5,000 dedicated people across our teams.
Shaping the future of play
At Super, we are creating a unique entertainment ecosystem engaging millions of customers worldwide. Our product and technology teams in Amsterdam (the Netherlands), Madrid (Spain), Zagreb (Croatia), London (UK), and Bucharest (Romania) are building the playstack that will champion the future of play.
Our ambitious growth strategy focuses on expanding across Europe and Latin America while delivering immersive customer experiences and creating lasting value for our customers, partners, and communities.
Global recognition and standards
The company’s long-term strategy is supported by world-class investors. In 2019, Blackstone, the world’s largest alternative asset manager, made a strategic minority investment of €175 million. In 2025, we strengthened our financial position through a €1.3 billion refinancing agreement, reinforcing our partnership with Blackstone and enabling accelerated global expansion.
Super is committed to the highest standards of compliance, safety, and responsibility. As such, we are active members of the International Betting Integrity Association (IBIA) and the European Gaming & Betting Association (EGBA).
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