Customer Support Team Leader

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Are you a natural leader with at least two years’ experience in a team leading role with exceptional worth ethic? Our client, a rapidly growing service provider for iGaming companies, is looking to recruit a Team Leader to manage their customer support team and provide effective guidance.

Reporting directly to the Customer Support Manager, the successful candidate will be responsible for managing the Customer Service team, ensuring the successful day-to-day running of the Customer Service Operation.

The Team Leader’s responsibilities will include creating an inspiring team environment with an open communication culture, setting clear team goals and providing necessary training for customer support agents.

Role & Responsibilities

  • Scheduling daily and weekly team tasks and agents’ rosters, and identifying OT requirements.
  • Identifying training needs based on the assessments and outline development plan.
  • Inspiring and motivating the customer support team.
  • Listening to team members’ feedback and resolving issues or conflicts.
  • Following agents’ performance and conducting coaching meetings.
  • Provide regular reviews with direct reports to ensure quality and efficiency standards are met.
  • Focusing on customer experience and aiming to maximise customer satisfaction.
  • Serving as knowledge base for the agents.
  • Identifying errors and bugs in the system together with Tier 2 agents and reporting those to stakeholders.
  • SLA delivery.

Skills & Experience

  • Have 2 years’ working experience in a team leading position
  • Have an excellent understanding of customer care
  • Have a deep understanding of igaming products
  • Be able to handle customer queries and act as a role model to agents.
  • Be a natural leader.
  • Be a good communicator; with excellent command of English, both verbal and written.
  • Be able to work in a proactive manner, possess a positive attitude and strong attention to detail.
  • Be diligent and able to work on own initiative with minimal supervision;
  • Have strong teamwork skills.
  • Have good judgement and decision-making skills.
  • Have exceptional work ethic.

An excellent remuneration package with benefits including career progression opportunities, budget for training, health insurance, gym allowance and breakfasts will be offered to the right candidate.

To apply send in your detailed CV, in English. 

*JobMatchingPartner Limited is a recruitment agency licenced in Malta, EU. We act on behalf of numerous clients based in Malta and elsewhere. JobMatchingPartner does not share your personal details with any third party without your written consent

Additional information

  • Yearly salary

    30000 - 32000 EUR

  • Employment type

    Full-time

Or, know someone who would be a perfect fit? Let them know!

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