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

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