Customer Service Team Leader

About the Role:

In this role youll lead a team of Customer Service Agents ensuring operational excellence while fostering a high-performance accountable and player-centric team culture. Were looking for someone who can hit the ground running someone whos not only led teams but who understands what it takes to deliver measurable results in a 24/7 digital support environment. 

This is a 24/7 operation. 
The Team Leader schedule for this position consists of four 10-hour shifts followed by 3 days off with some weekend work. Shift times rotate to cover the day and evening. Flexibility to support various shifts is required to lead effectively across the team. 

This role is hybrid with 2 days/week expected to be in the office. #LI-Hybrid

What Youll Be Responsible For:

• Leading coaching and supporting a team of Customer Service Agents to meet and exceed performance targets while delivering exceptional support via live chat phone and email across our Sportsbook and Casino products. 

• Building a culture rooted in trust accountability empathy and performance knowing when to support when to challenge and how to grow your team. 

• Managing daily team operations including real-time support escalations adherence to service levels and coaching in the moment. 

• Using data (CSAT QA AHT etc.) to drive individual and team-level development and decision-making. 

• Collaborating with peers managers and cross-functional teams (Risk Payments CRM etc.) to improve the customer journey. 

• Contributing to operational strategies and feedback loops that directly support player satisfaction and business growth.

Qualifications :

Qualifications:

• Demonstrated leadership experience in a customer service contact center or online operations environment. 

• Proven ability to coach performance hold team members accountable and maintain high standards. 

• Excellent communication judgment and real-time decision-making skills. 

• Experience working in high-volume chat-centric environments (multi-chat preferred). 

• Flexibility to work a rotating non-traditional schedule in a 24/7 setting. 

• A commitment to fostering a trust-based feedback-rich high-performance team culture. 

• Interest in or experience with the online casino or sportsbook industry. 

What Success Looks Like in the First 90 Days:

• Youve built trust with your team and established a coaching rhythm. 

• Youre confidently handling escalations and driving shift consistency. 

• Youve contributed ideas to improve the customer experience or team operations 

• Your team is on track to meet goals and knows whats expected of them. 

• Youve begun forming strong partnerships across the wider Ops and Product teams. 

Additional Information :

Whats In It For You:

• A leadership role in a growing innovative Canadian business backed by a global industry leader. 

• The chance to make a direct visible impact in a fast-moving environment. 

• A dynamic collaborative team culture where your growth matters. 

• Competitive compensation and benefits including annual bonus plan.  

At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future - for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.

Remote Work :

Yes

Employment Type :

Full-time