Betsson Group
Online casino
CustomerServiceTeamLeader
Neural analysis suggests this role is
optimal for Lead candidates.
“Customer Service Team Leader at Betsson Group. Skills: Team leadership, Customer service, Performance management. Manage agents day-to-day. Assist Management with projects”
What You'll Achieve.
Achieve best Customer Experience; Ensure quality and efficiency is up to standard; Make sure agent performance is in line with overall goals
Industry & Context.
Solving the customer’s problem
What They're Looking For.
Must Have
2+ years of experience in leading of a team, Excellent communication skills in Croatian and English (Both written and verbal), Experienced in multitasking at high paced environment
Nice to Have
Analytical skills with a touch of commercial outlook, Focus on solving the customer’s problem, Patience and persistence, Motivation to lead the team towards success
What You'll Do.
Manage agents day-to-day
Assist Management with projects
Collaborate with Operations team
Hold individual one on ones
Coach and support agents
Resolve cases/tickets
Monitor agent performance
Be responsible for scheduling
Create and maintain schedules
How You'll Work.
Team & Collaboration
Work in a unified manner; Collaborate with other members
Communication Scope
Written communication; Verbal communication
Full Job Description
We are looking for a Customer Service Team Leader for Rizk casino, to join us in our Zagreb office! The Wow You will be a part of a local team, working to achieve our goal of the best Customer Experience, and experience what it is like to work in one of the strongest companies in the online casino world, where no day is the same. What we expect from you? 2+ years of experience in leading of a team Strong analytical skills with a touch of commercial outlook Focus on solving the customer’s problem (what's best for them, not what's easiest for me) Patience and persistence Excellent communication skills in Croatian and English (Both written and verbal). Experienced in multitasking at high paced environment A strong motivation to lead the team towards success We want you to excel in the following: Full direct management of the agents on a day-to-day basis, with full responsibility regarding their KPIs Assist Management with additional projects and tasks Collaborate with other members of the Operations team to make sure we work in a unified manner and reach our overall goals Hold individual one on one’s with agents on a regular basis to ensure that quality and efficiency is up to standard, together with QA and feedback Participate in recruitment, training and onboarding process when required Coach and support agents to resolve cases/tickets Monitor the performance of the agents and make sure it is in line with the overall goals Be responsible for scheduling– accounting for operational work hours, vacation, and sick leave create and maintain schedules for the agents What do we offer? Extraordinary benefits - Great salary and bonus scheme, home-office option, Mon-Fri working hours, modern office near Maksimir Park, team of <10 How does it start? Your journey will begin by getting to know the user experience through chats and emails (through the glasses of the Agent). You will sharpen your skills and build knowledge about the casino industry until you have mastered activitie
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