Onyx Gaming is redefining online gambling in the UK with data-driven insights and exceptional player experiences. As a Customer Support Team Lead, you'll be at the heart of our player support team delivering fast, informed, and friendly assistance across sportsbook, casino, and gaming products.
If you thrive in high energy environments and enjoy combining your passion for sports, iGaming, or trading with meaningful customer interactions, this role offers the perfect opportunity to grow in a dynamic and regulated industry.
This is a hands-on leadership role. You'll lead a team of Customer Support Specialists coaching and developing them, managing escalations and complaints, and keeping quality and compliance on track. You'll also work shifts alongside the team, and take your own share of customer contacts when things get busy.
What you'll do
- Lead, coach and develop a team of Customer Support Specialists, with regular one-to-ones, performance reviews and day-to-day support
- Act as the escalation point for complex or sensitive cases, including complaints and higher-risk accounts
- Investigate and resolve complaints fairly and promptly, and oversee payment, verification and fraud escalations
- Manage Safer Gambling and customer vulnerability cases in line with company procedures, working closely with the Compliance and Player Safety teams
- Oversee daily workload, queue management, rotas, resource planning and holiday cover
- Monitor service levels, quality and performance, stepping in early where support is needed
- Carry out quality assurance reviews and give clear, constructive feedback that helps the team improve
- Support recruitment, onboarding and training, and take an active part in process and operational improvements
- Maintain strong knowledge of UKGC regulations, company policies and procedures, and support the team in doing the same
What we're looking for
Experience matters, but attitude matters just as much. We're looking for someone who leads by example, stays calm when things get busy, and genuinely cares about getting it right for customers and for the team. This is a fast moving, regulated industry, so initiative, resilience and a can do approach go a long way.
- An interest in sport, gaming or the iGaming industry
- Previous experience leading or supervising a customer support or operations team, ideally in online gaming or financial services
- Strong coaching, communication and people management skills
- Experience handling customer complaints and operational escalations
- A good working knowledge of UKGC regulations, Responsible Gambling and AML/KYC processes
- Strong attention to detail and the ability to work accurately under pressure
- Confident using Microsoft Office and multiple internal systems
- A positive team player with a customer-first mindset, adaptable and calm in a fast-moving environment
Hybrid working opportunities may be available, depending on distance from the office.
Join us
If you’re someone who takes pride in their work, keeps a positive attitude when it gets tough, and wants to be part of a team that’s building something good we’d love to hear from you. Apply today. Hybrid working opportunities dependent on distance from office..
Pay: From £30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Application question(s):
- Why do you think most people gamble, and why do they keep gambling?
- When something goes wrong at work, how do you usually decide what was responsible?
- Why do processes exist in organisations, and when do they become a problem?
- Why do some people work much harder than others, even in the same role?
- What do you think separates people who improve over time from those who don’t?
- Why do some people stay stuck in the same problems for years?
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Colchester CO3
