Customer Support Team Leader

We are on a mission to pioneer the world’s next era of play. As we grow across Europe and Latin America, we’re building The Playstack - the technology powering the next generation of sports, gaming, and fan experiences. Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day. 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 strong leadership skills, focus on resolving both customer and team member concerns with empathy and efficiency, and bring a solid understanding of the business, our products and services, and the day-to-day challenges representatives face. What the role involves Lead, coach, and mentor a team of customer support agents to drive high performance and engagement Monitor daily operations — including case management, response times, and resolution quality — to maintain consistent service standards Manage shift scheduling, workload distribution, and resource planning to meet SLAs Deliver 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 the customer experience Support new initiatives such as automation and AI-assisted support, and report regularly on team performance and operational KPIs to management What we are looking for Proven experience in customer support, with at least 1 year in a supervisory or team leader role Strong leadership and people management skills, with the ability to motivate and develop team members Excellent communication and problem-solving skills Solid understanding of customer service KPIs and operational metrics Ability to manage multiple priorities in a fast-paced environment Proficiency in CRM systems and support platforms (e.g., Zendesk, Salesforce, Freshdesk) Very good level of English and proficiency in Greek What we offer Medical / Health Insurance Open Annual Leave Employee Assistance Programme Training & Learning Development Additional benefits vary by country and will be shared during the hiring process. About Super We are a global technology group, dedicated to building the future of entertainment and fan-centric experiences. With commercial markets in Brazil, Belgium, Poland, Romania, Greece and Serbia, and a network of offices across Spain, Croatia, Malta, Gibraltar, the Netherlands and the UK, we are a truly international organization. Our purpose at Super has evolved from sports and betting into creating the platform that stretches into the wider world of technology-driven entertainment. With a growing and diverse team of more than 5,000 people, we create immersive, responsible, and personalised experiences for millions of customers worldwide. Shaping the Future of Play Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long-term vision. Our Culture Manifesto is our North Star. It captures our purpose, mission, and the six core beliefs that shape how we think, make decisions, and act every day. Want to explore our culture in more detail? Visit our careers page: super.xyz/careers 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). At Super, we operate as a high-performing team. We hire and grow talent based on ability and potential, regardless of background and identity because we know diverse perspectives, drive better performance.