Customer Support Team Lead with Turkish language

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, providing Customer Experience & Operational Support for modern companies. We empower our teams with cutting-edge tools and a culture of ownership, growth, and excellence.

What the Role is About

We are looking for a Customer Support Team Lead with Turkish language skills to join our team in Sofia, Bulgaria (on-site). You will lead a team of Customer Support Representatives (CSRs), ensuring smooth daily operations, continuous performance improvement, and an outstanding customer experience for a growing client in the iGaming industry.

This role combines leadership, operational oversight, and hands-on support to drive KPIs and promote a positive and results-oriented team culture.

Responsibilities

• Provide daily direction and communication to team members to ensure customer interactions (calls, chats, emails, transactions) are handled efficiently, accurately, and professionally.
• Continuously evaluate and improve operational processes and procedures.
• Suggest methods for optimizing performance, efficiency, and service quality for both internal and external customers.
• Deliver statistical and performance feedback, as well as coaching, to each team member on a daily basis.
• Support employees facing work-related or personal challenges by offering coaching, guidance, or resolution.
• Conduct and document performance reviews aimed at developing skills and growth.
• Manage agents in the nesting phase, ensuring readiness before transitioning them to live operations.
• Implement performance interventions and strategies to enhance learning and development.
• Actively manage, motivate, and work alongside CSRs to meet team KPIs and performance metrics.
• Assist the Operations Manager in resolving escalated customer complaints and complex issues.
• Oversee employee-related matters and monitor transactional quality.
• Track and report on key performance indicators, including NPS, CSAT, FCR, Adherence, and Attrition.
• Ensure adherence to company policies, procedures, and quality standards.
• Apply performance management and disciplinary processes fairly and consistently as needed.

Requirements

• Fluent Turkish (C1–C2) and Good English (B2+) – both written and spoken.
• Proven experience in Customer Support, preferably in a leadership or supervisory role.
• Strong understanding of support KPIs and customer satisfaction metrics.
• Hands-on experience with phone, email, and chat-based support.
• Previous work in the iGaming industry is an advantage.
• Strong leadership, coaching, and communication skills.
• Ability to analyze data, create reports, and drive results through action plans.
• Comfortable working in CRM/ticketing systems and with performance monitoring tools.
• Proactive attitude, solution-focused mindset, and a collaborative approach to team management.

We Offer

• Competitive compensation in USD
• Dynamic and inclusive team environment
• English classes and ongoing learning opportunities
• Regular team-building events and corporate activities
• Opportunities for career advancement in an international company

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