Job Description

Location: Abu Dhabi, UAE

Job Type: Full-time

Salary: Competitive (based on experience)

Languages Required: English, Hindi, Bengali

Who We're Looking For:

Are you a people-first leader with a passion for online gaming and delivering amazing customer experiences? We're on the lookout for a Customer Service Team Lead who brings hands-on experience in chat support, telecalling, and leading service teams--preferably within the iGaming space.

At TNW Optimal Innovation, we believe great support makes great games even better. If you're someone who can keep teams motivated, customers happy, and service standards high, we'd love to meet you.

What You'll Be Doing:

Lead and support a team of Customer Support Representatives handling live chat, voice calls, and emails for our gaming users.

Jump in when needed to handle complex or sensitive player issues, ensuring swift and empathetic resolutions.

Use performance data (like CSAT, FCR, AHT) to spot trends, celebrate wins, and find areas to grow.

Help onboard new hires and coach your team to improve, grow, and deliver top-notch service.

Coordinate with internal teams--Product, Risk, Payments, and Tech--to solve player issues faster.

Take ownership of our customer loyalty and retention efforts, working alongside marketing when needed.

Share weekly updates with leadership and help keep our service goals aligned with business priorities.

Plan work schedules to ensure we're fully staffed during peak hours--players don't wait, and neither do we!

Track team budgets and resources, keeping operations smooth and cost-effective.

What You'll Need:

A Bachelor's degree in Business, Marketing, or a related field.

At least 5 years of customer service experience, with 2+ years in a team lead role--bonus points if it's in iGaming or online entertainment.

Strong background in chat and voice-based customer support.

Familiarity with CRM and helpdesk tools (like Zendesk, Freshdesk, Intercom).

Good with spreadsheets and collaboration platforms like Slack, Trello, or Google Workspace.

Confident communicator who can connect well with both team members and customers--in English, Hindi, and Bengali.

A natural problem-solver and decision-maker, even under pressure.

Strong with time management and handling team schedules.

Nice to Have:

Experience in iGaming Preferring or customer-centric industries experience.

Knowledge of gaming compliance and responsible gaming practices.

Experience working with remote or hybrid teams.

Job Type: Full-time

Ability to commute/relocate:

Abu Dhabi: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):

Do you have Sponsor Visa? Are you ok to work in Rotational Shift?
Education:

Bachelor's (Required)
Experience:

CSR and Telesales : 8 years (Required) Team Leader: 2 years (Required)
Language:

Hindi and English (Required)
Application Deadline: 28/07/2025