Descripción de la oferta
Customer Support Team Leader (Night Shift, Dutch)
- Hybrid in Malta (Relocation package provided)
- Salary: €35-40k (DOE) + Night shift allowance + Bonus
- Great benefits with an opportunity to work with a mature and well-known brand
An established online gaming business is looking to hire a Customer Support Team Leader to oversee evening operations and lead a team of customer support professionals.
This is a hands-on leadership role focused on team performance, service delivery, and ensuring a consistently high-quality customer experience across multiple support channels.
Responsibilities
- Lead, coach, and develop a team of Customer Experience Agents.
- Monitor service levels, response times, and customer satisfaction metrics.
- Manage workload distribution across customer support channels.
- Act as an escalation point for complex customer issues.
- Drive operational improvements and support a high-performing team culture.
- Ensure compliance with internal procedures and industry requirements.
- Support recruitment, onboarding, and ongoing team development.
Requirements
- Previous experience leading customer service or customer operations teams in iGaming
- Strong people management and communication skills.
- Ability to work effectively in a fast-paced environment and make independent decisions.
- Experience in monitoring KPIs and driving operational performance.
- Knowledge of online gaming, betting, payments, or other high-volume customer-facing environments is advantageous.
- Fluent English communication skills, and native level Dutch
What's on Offer
- Private health and well-being benefits.
- Professional development opportunities.
- International, collaborative working environment.
