Customer Service Team Leader

Reporting to the Customer Service Manager, the Customer Services Team Leader is responsible for overseeing the day-to-day operations of the Customer Service team, ensuring seamless support for DAZN Bet customers. The role requires strong leadership, operational oversight, and a commitment to delivering exceptional customer experiences while maintaining regulatory compliance within the iGaming environment.

The ideal candidate will lead, motivate, and manage a dynamic team, driving performance and improvement while fostering brand advocacy and loyalty among global sports fans. 

Responsibilities include process development, performance monitoring, and proactive customer support to ensure exceptional service delivery and continuous improvement.

Department

61-675 Technology - Betting

Employment Type

Permanent - Full Time

Location

India - Hyderabad

Workplace type

Onsite

Key Responsibilities

·       Lead and develop the Customer Services team, providing coaching and feedback to meet KPIs.

Act as a point of escalation for complex queries and ensure the team operates in a safe and trusting environment.

Conduct regular quality checks to uphold our Customer Ethos and maintain high CSAT scores.

Ensure adequate team resourcing to meet customer demand and maintain SLAs.

Analyze performance data to identify process improvements and enhance customer service.

Collaborate with Risk, Compliance, Payments, and CRM teams to share information and improve customer experience.

Ensure adherence to gambling regulations, responsible gaming policies, and internal compliance standards. Provide exceptional customer service and support, including during busy periods

Skills, Knowledge & Expertise

·       Prior work experience in the gambling / iGaming industry

1–2+ years of team leadership experience

Strong understanding of sportsbook, casino, payments, and risk operations

Familiarity with CRM systems and gaming platforms

Excellent communication and problem-solving skills

Ability to work in 24/7 shift environments

Excellent customer care skills, with the ability to handle high-level queries and complaints.

Proficiency in MS Office.

Preferred qualifications:
 

Knowledge of AML/KYC procedures and Responsible Gaming procedures

Experience with sportsbook platforms

Experience using Zendesk

Previous experience managing a 24/7 operations team.

Familiarity with Customer Service metrics and quality focus.

About DAZN

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. 

As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. 

DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:  

Agility and creativity fuel growth and innovation, to Make It Happen. 

Prioritising what matters drives progress and positive outcomes, Focusing On Impact. 

Collective ambition builds optimism and success, in order to Win As One. 

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. 

If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.

We look forward to hearing from you.