Technical Support Team Leader

Spinomenal is a dynamic force in the online casino sector, bursting onto the scene in 2014. Renowned as one of the fastest-growing content creators in the iGaming industry, Spinomenal serves as a playground for fostering creativity and collaboration. By nurturing an environment where employees thrive on teamwork and communication, Spinomenal maintains a rapid pace of innovation and development. This dedication to collective effort and shared vision has propelled Spinomenal to success, delivering captivating and cutting-edge gaming experiences to players worldwide.

About the position:

We are looking for a motivated and skilled Technical Support Team Leader to manage and mentor our Technical Support team within our Production & Support Department.

In this role, you will manage and mentor a team of Technical Support representatives based in Israel and remot, ensuring smooth collaboration and consistent high-quality service.

The Team Leader will be responsible for day-to-day operations, guiding the team in solving technical and service issues, monitoring performance, and ensuring that customer satisfaction remains at the highest level. This position also requires close collaboration with cross-functional teams to improve workflows and deliver valuable customer insights.

You will drive operational excellence, establish clear KPIs and SLAs, and serve as the first escalation point for complex technical issues.

Responsibilities:

• Team Leadership & Coaching: Manage, coach, and develop technical support team; in Israel and remot, conduct 1:1s, performance reviews, and training sessions, building a unified team culture.
• Technical Guidance: Provide hands-on direction for troubleshooting web and application issues, log analysis, and initial problem replication.
• Customer Service Excellence: Oversee daily support operations, ensuring fast and professional resolution of customer issues.
• Escalation Handling: Manage escalated cases and coordinate with Integrstion, QA, and Development teams when needed.
• Process & KPI Management: Implement support procedures, track performance metrics, and work to continuously improve efficiency and customer satisfaction.
• Knowledge Management: Maintain internal knowledge bases, playbooks, and best practices; ensure accurate ticket documentation.
• Reporting: Monitor and present performance metrics, incident trends, and recommendations for process or tooling improvements.
• Cross-Functional Collaboration: Work closely with Product, QA, and Development teams to identify recurring issues and recommend improvements.

Requirements:

• Experience: 2-4 years of experience in technical support role, with at least 1-2 years in a team leader or supervisory role. iGaming industry experience is an advantage.
• Leadership: Proven ability to lead and develop teams, including managing remote staff.
• Technical skills: Strong understanding of computer systems, web technologies (HTML/CSS), log analysis, troublehooting techniques and support tools.
• Tools: Proficiency with ticketing/helpdesk platforms (e.g., Zendesk, Jira, Freshdesk) and remote assistance tools.
• Communication: Excellent communication skills in English and hebrew (both written and spoke, with the ability to clearly explain technical concepts to non-technical users.
• Customer-Oriented: Strong service orientation, empathy, and ability to handle demanding situations with professionalism.
• Analytical & Problem-Solving Mindset: Comfortable working with KPIs, data-driven decision making, Ability to analyze support data, identify trends, and drive improvements.
• Collaboration: Team player who can partner with other departments to enhance customer experience and internal processes.

Advantages:

• Experience in the iGaming industry.
• Knowledge of QA methodologies or prior QA background.
• Technical knowledge of JavaScript, HTML, CSS, JSON, SQL.
• Familiarity with cloud environments.