An exciting opportunity for a Customer Service Team Leader to join a fast-growing team with strong career development potential in the dynamic and rapidly evolving payments industry in Limassol, Cyprus!
Emerald Zebra Recruitment, on behalf of our client, a leading Venture Capital group with a dynamic portfolio related to iGaming and Fintech investments, we are seeking a Customer Service Team Leader, to join onsite, their expanding Operations team based in Limassol, Cyprus. If you’re driven, customer-focused, and ready to grow within a thriving industry, we love to hear from you!
The Company
It is the largest company in the Group’s portfolio and one of the most trusted partners in the iGaming sector in relation to payments. It was founded in 2020 with the intent of breaking down industry specific barriers when it comes to banking. Licensed in multiple jurisdictions, process over 2bn in payments annually and boast a strong team of professionals which continues to grow year on year.
The Role
As the Customer Service Team Leader you will be leading and elevating a high-performing customer support team. You’ll guide your team to deliver exceptional service, drive process improvement, and collaborate cross-functionally to optimise the overall customer journey.
- Lead, coach, and inspire a team of five Customer Service Associates (located globally and working in shifts) to exceed performance targets.
- Oversee delivery of KPIs (CSAT, FRT, AHT, AIPH) and ensure a high standard of service quality.
- Conduct regular performance reviews, training sessions, and career development planning.
- Handle complex customer escalations with a solution-first mindset.
- Analyse support trends and customer feedback to propose process improvements.
- Collaborate with cross-functional teams to drive issue resolution and feature enhancements.
- Focus on automation and self-service tools to reduce response times.
- Create and deliver weekly and monthly performance reports with actionable insights.
Your Profile
A highly motivated, empathetic, data-driven and people focused Customer Service Team Leader.
- 3+ years in Customer Support, with 1+ year in a leadership role
- Fintech or SaaS experience strongly preferred
- Strong analytical skills
- Experience in managing global remote teams
- Proficient with CRM tools like Intercom, JIRA and Zendesk
- Excellent communication and coaching skills
- Passion for customer success and operational excellence
- Comfortable in a fast-paced, scale-up environment
- Available to work shifts up to 9:00 pm (Monday Friday)
What is on offer?
- Salary: Circa EUR 38,000 – 42,000 gross/year
- Discretionary Performance Bonus
- Training and development
- Strong experienced team to work with
- Multiple growth opportunities
If you are interested in this job opportunity and your profile matches the above Apply Now by visiting the link below. For more information email: georgia.michaelides@emeraldzebra.cy
