Customer Experience Team Leader

ComeOn Group

Customer Experience Team Leader in hybrid role overseeing evening operations for ComeOn Group. Managing customer experience and team performance during twilight/night shifts in Malta.

Posted 6/10/2026full-timeSt. Julian's • 🇲🇹 MaltaSeniorWebsite

About the role

Key responsibilities & impact

Oversee real-time queue management, monitoring service levels (SLA), customer satisfaction (CSAT), and response times during evening hours.
Manage the transition from the daytime team, ensuring customer experience channels continue uninterrupted, and prepare shift reports for the morning management team.
Dynamically adjust agent positioning across live chat, email, and phone channels based on real-time spikes in volume.
Hire staff with the aim of establishing a proactive team functioning with high standards
Build & Inspire High-Performing Teams; Hire, coach, and empower staff to deliver exceptional customer experiences.
Drive Performance & Growth; Set clear goals, monitor KPIs, and implement development plans for continuous improvement.
Optimize CX Operations; Collaborate across teams to ensure seamless coverage and efficient workflows.
Champion Compliance & Best Practices; Ensure AML, Fraud, Responsible Gaming, and company standards are always met.
Create an Engaging Team Culture; Organize motivational initiatives, team events, and foster a proactive, on-brand work environment.
Independently handle system outages or critical emergencies using established protocols, coordinating with on-call engineering teams if necessary.

Requirements

What you’ll need

Fluent in English, written and spoken. Fluency in Danish, Polish, Swedish, Finnish, Dutch, or Scandinavian is seen as a plus
Have proven experience in Customer Service, with strong leadership, communication, and interpersonal skills
Are knowledgeable about iGaming, sports betting, casino, and payment processes
Thrive in fast-paced environments and enjoy motivating teams with a positive, proactive attitude
Are comfortable sharing ideas, providing solutions, and working flexible shifts
Have a sharp eye for detail, a strong work ethic, and a passion for delivering outstanding customer service
Proven capability to maintain peak focus, productivity, and leadership presence during a 15:00 to 00:00 window and at night.

Benefits

Comp & perks

Hybrid working model with flexibility between home and office
One-time bonus to help you set up your home workspace (we are truly hybrid)
Work remotely for up to 40 days per year from anywhere in the world
Private health insurance and a flexible wellbeing allowance for initiatives that support your wellbeing.
Complimentary breakfast and lunch on select days, as well as great in-office events happening throughout the week.
Fun quarterly team events and social gatherings

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

queue managementservice level agreement (SLA)customer satisfaction (CSAT)KPI monitoringperformance improvementteam coachingcrisis managementreport preparationreal-time volume adjustmentiGaming knowledge

Soft Skills

leadershipcommunicationinterpersonal skillsteam motivationproactive attitudeattention to detailwork ethicproblem-solvingflexibilityteam building