L1 Support Manager

About the role

The L1 Support Manager will lead the Level‑1 support team, ensuring operational excellence, high team engagement, and the achievement of performance targets. You will be responsible for building a high‑performing team, improving processes, and maintaining strong customer relationships within betPawa’s fast‑growing betting platform.

Key responsibilities

• Guide, coach, and motivate the L1 team to consistently meet performance goals.
• Oversee day‑to‑day operations, resolve complex issues, and continuously optimise workflows.
• Build and maintain strong relationships with clients and internal stakeholders, handling escalated concerns.
• Track team performance, provide regular feedback, and report key metrics to senior management.
• Collaborate with Workforce Management to ensure fair scheduling, adequate staffing, and proper resource allocation.
• Manage scheduling adherence, vacation policies, and resource planning for staffing, equipment, and connectivity.
• Conduct regular 1:1 coaching sessions with lead supervisors and monitor KPI compliance.
• Escalate customer complaints and legal threats to appropriate channels and support incident resolution.
• Streamline team processes to enhance productivity and ensure compliance with all customer service procedures.
• Lead engagement initiatives to maintain a positive work environment and recognise top performers.

Required profile

• Proven experience leading and motivating a Level‑1 support team.
• Strong ability to manage day‑to‑day operations and resolve complex issues.
• Excellent client‑relationship skills with a focus on customer loyalty.
• Experience monitoring performance metrics and delivering actionable feedback.
• Ability to collaborate with Workforce Management on scheduling and resource planning.
• Effective incident and escalation management capabilities.

Required skills