Multiple

Customer Support Team Leader

Multiple

full-time

Posted on:

Location Type: Hybrid

Location: Ta Xbiex • 🇲🇹 Malta

Visit company website
✨ AI Apply
Apply

Job Level

Senior

About the role

  • Oversee the day-to-day performance, workflow, and wellbeing of the Customer Support team.
  • Provide ongoing coaching, mentoring, and feedback to agents and senior agents.
  • Act as the primary escalation point for sensitive or complex customer and operational issues.
  • Ensure adequate shift coverage, monitor chat/email queues, and maintain service-level targets.
  • Manage scheduling tasks including reporting absences, lateness, and operational blockers.
  • Create team schedules and support workforce planning.
  • Monitor key KPIs (quality, productivity, attendance, communication) and prepare performance reports for management.
  • Conduct monthly 1:1 meetings with team members.
  • Support recruitment, onboarding, and continuous training in collaboration with relevant departments.
  • Lead by example with professionalism, clarity, and strong problem-solving skills.

Requirements

  • Strong leadership experience or proven leadership potential within customer support or operations.
  • Solid background in the iGaming industry, including casinos, sportsbook, and responsible gaming procedures.
  • Understanding of online casino workflows, KPIs, and operational processes.
  • Prior experience coordinating or supervising a team.
  • Excellent communication skills with the ability to motivate and guide others.
  • Strong problem-solving ability and sound decision-making skills.
  • Proficiency in Zendesk (user level required).
  • Fluency in English; proficiency in German or Spanish is a strong advantage.
  • Knowledge of gaming licences is highly beneficial.
Benefits
  • Attractive remuneration package
  • Health Insurance
  • Wellness benefit (after probation)
  • Optician/Spectacle and Blue Lens Benefit (after probation)
  • Breakfast/lunch all week
  • Monthly snacks allowance
  • Training support
  • Modern office facilities
  • Dog friendly workplace
  • Exciting Company Events
  • Monthly beer Fridays
  • Eur1,000 refer a friend bonus
  • Relocation Package, if required

Applicant Tracking System Keywords

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

Hard skills
KPI monitoringperformance reportingschedulingcoachingmentoringrecruitmentonboardingtrainingproblem-solvingdecision-making
Soft skills
leadershipcommunicationmotivationguidanceprofessionalismclarity