Team Lead Support

About Us:

We are Alpha Affiliates, the preeminent hub for ambitious individuals poised to dominate the iGaming sphere.

We emerged in 2012 as the top partner program for gambling and betting. Our excellence and innovation shine through with licenses from the esteemed Malta Gaming Authority and Curacao, covering 10 unique brands.

Our simple goal is to change the game rules and rise to the top, supported by a vast network spanning 38 countries and boasting over 15,000 partners.

Join us and find a close-knit community of ambitious professionals ready to grow and expand!

• Managing the support team’s work: task assignment, KPI monitoring (SLA, FRT, CSAT).
• Scheduling shifts, controlling workload, and ensuring service quality.
• Escalating complex cases and coordinating with other departments (VIP, Payments, Technical Support).
• Conducting training and mentoring for new and existing team members.
• Monitoring and analyzing metrics, preparing reports for management.
• Initiating and implementing improvements in customer service processes.
• Working to increase player satisfaction and resolve their issues.

• At least 2 years of experience in iGaming support or a similar industry.
• Experience in team management (either as a senior agent or supervisor).
• Excellent communication and conflict resolution skills.
• English level — Upper-Intermediate or higher (spoken and written).
• Proficiency in working with CRM systems and ticketing platforms (Zendesk, Freshdesk, etc.).
• Understanding of key support metrics and methods for their improvement.
• Stress resilience, result-oriented mindset, and strong attention to detail.

• Remote work format.
• Competitive compensation package ensures your hard work is rewarded.
• Join a friendly and professional team committed to excellence.
• Benefit from 21 working days of vacation to rejuvenate and recharge.