Team Lead (Dutch, Relocation to Malta) - Pentasia
hace 7 días
Granada
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.