CS Team Lead

Sunflower is an exciting and dynamic B2C gaming startup based in Tel Aviv. We’re on a mission to create innovative and captivating gaming experiences that engage and delight players around the globe. • As a Customer Support Team Lead, you’ll play a vital role in leading, guiding, and inspiring our remote support team. Managing around 40 agents divided into smaller groups, you’ll serve as the key bridge between our players, our support teams, and our internal departments - ensuring every interaction embodies Sunflower’s values of care, excellence, and connection. • You’ll oversee performance, drive team development, and foster a supportive, family-like environment where every agent feels valued and empowered to do their best work. • Beyond people leadership, you’ll take an active role in improving operational and technical processes, enhancing tools and workflows, and being directly involved in resolving technical issues. • Your work will ensure that the support function remains a core driver of player satisfaction, loyalty, and long-term retention.

Requirements: Who are you? You’re a natural leader who truly cares about people, amazing service and tech. You need to believe that a strong, happy, and motivated support team is the foundation of exceptional player experiences. You understand that support is not just about solving problems, but about retaining players. • 1–3 years of experience in a customer support leadership role, ideally managing remote or offshore teams. Experience in the gaming industry is a strong advantage. • Deep understanding of support KPIs and how to use data-driven insights to boost team performance and service quality. • A genuine passion for people and service, with a natural ability to build an environment where team members feel valued, supported, and motivated to excel. • Proven experience handling escalations and technical investigations, with strong collaboration skills to work effectively alongside R&D and Product teams. • Exceptional communication skills in English and Hebrew - both written and verbal, with the ability to lead, inspire, and foster trust across diverse teams. • A creative and analytical problem-solver with a proactive mindset and a drive to innovate, enhance workflows, and continuously improve the support experience for both agents and players.