Customer Service Team Leader / Manager at Elidessa Limited

Elidessa Limited

Limassol, Cyprus

Customer Service Team Leader / Manager

€2,500–3,200 Monthly salary

Hybrid Work arrangement

Full Time Employment type

Mid-Level Seniority level

Permanent Contract type

eApply Call Email

322

Job Description

Job Description 26/05/2026

Position Title: Customer Service Team Leader / Manager

Department: Customer Service

Reports to: Head of Customer Service and Loyalty

Location: Limassol, Cyprus

Company: TheLotter Online Lottery & iGaming

About Us

A leading global lottery and gaming operator, offering a secure and innovative platform that enables customers worldwide to purchase official lottery tickets from across the globe.

We empower people to play lotteries beyond their country of residence, always in full compliance with local laws and licensing requirements.

Our Customer Service (CS) team is at the heart of our business – providing 24/7 support, handling player requests, and ensuring compliance with regulatory standards. We’re looking for a hands-on, motivated CS Team Leader / Manager to lead, coach, and develop our support team.

Responsibilities

Team Leadership & Management

Lead, motivate, and mentor a team of Customer Service Representatives across multiple shifts (24/7 operation).
Onboard department visions and goals and work close with Departments Head of to execute them
Set clear team KPI’s (Key Performance Indicators) (response time, resolution time, upsell/conversion rates, quality of service, compliance).
Support recruitment, onboarding, and training of new agents.

Shift Management & Scheduling

Plan, schedule, and monitor agent shifts to ensure 24/7 coverage while balancing workloads and avoiding burnout.
Adjust schedules proactively based on peak periods, holidays, and planned absences.
Maintain visibility on shift adherence, breaks, and attendance, ensuring operational efficiency.

Service Excellence

Ensure tickets, live chat, and calls are handled within SLA with excellent quality.
Monitor and review tickets to ensure correct categorization, alignment with customer-selected reason codes, and consistency in closure.
Implement best practices to improve efficiency, knowledge sharing, and customer experience.
Handle escalations and complex customer issues, providing solutions while maintaining compliance.

Reporting & Performance

Track and report on KPIs such as CSAT, FCR (first contact resolution), response time, and upselling success.
Compile reports(daily, weekly, monthly) as required for management and operational needs;
Escalate any out of normal behavior reported but the customers to Product, Payments, or Compliance teams.
Own shift scheduling, ensuring proper coverage across time zones.

Compliance & Procedures

Ensure all communications comply with MGA and other regulated market requirements.
Work closely with Risk, Payments, and Responsible Gaming teams to handle sensitive cases.
Regularly review and update internal processes, training materials, and knowledge base.

Upselling & Retention

Identify opportunities for cross-sell and upsell in a service-oriented way.
Coach agents on soft-selling techniques to improve customer value and retention.

Operations Task Management

Oversee and coordinate non-CS operational tasks handled by the team, including manual lottery ticket matching, lottery JP updates, and other back-office activities.
Ensure operational tasks are completed accurately, on time.

Requirements

Must-Haves

3+ years’ experience in Customer Service Team Lead/Manager role in iGaming, fintech, or other online industry.
Strong leadership skills with proven experience developing and motivating teams.
Excellent English (written and verbal); additional languages (Spanish, Portuguese) are a plus
Experience working with ticketing/CRM tools (live person chat, Microsoft CRM dynamics or similar).
Strong analytical and reporting skills.
Availability to work night shifts / weekends.
Ability to work under pressure and meet tight deadlines.
A proactive and results-oriented approach.

Nice-to-Have