Job Description

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

Will be a plus

Understanding of BPO specifics Tech Support experience Training experience

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