German Customer Support Team Leader

Sliema - Malta

Monthly Salary: Not Disclosed

Posted on: 17-10-2025

Vacancies: 1 Vacancy

Job Summary

Our client is currently looking for an experienced Team Leader to lead their German and Austrian Team managing a team of over 30 skilled agents.

This is an excellent opportunity for a hands-on leader with strong people management skills and experience in Customer Support or Call Centre environments within Finance iGaming or Payments.

You will play a key role in driving team performance supporting daily operations and ensuring an exceptional standard of customer experience across all touchpoint

Tasks

Lead inspire and develop a team of 30 agents to consistently achieve performance and quality targets.
Oversee day-to-day operations including resource planning scheduling and workload management.
Provide ongoing coaching feedback and one-to-one performance reviews to support team growth and engagement.
Ensure all customer interactions adhere to company standards policies and compliance requirements.
Manage and resolve escalated cases with professionalism and empathy.
Collaborate with other departments to resolve complex issues and improve service processes.
Monitor and analyse key performance indicators (KPIs) to evaluate team results and identify areas for improvement.
Prepare and present detailed performance reports and insights to senior management.
Recommend and implement process improvements to boost efficiency productivity and customer satisfaction.
Foster a positive performance-driven team culture based on accountability transparency and continuous development.

Requirements

Proven experience leading teams of 20 employees in Customer Support or Call Centre environments ideally within Finance iGaming Payments or other regulated industries.
Strong understanding of collections processes and customer experience best practices.
Excellent communication skills in both German and English.
Demonstrated ability to motivate coach and develop individuals to reach their full potential.
Confident working with CRM systems reporting tools and MS Office applications.
Strong analytical and problem-solving mindset with the ability to make data-driven decisions.
Relocation package of up to 1000 available for candidates moving from abroad.

Benefits

Health Insurance
Paid Voluntary Overtime
Monday to Friday - no weekends
10% annual performance bonus
Salary increase after successful probation
Relocation package of up to 1000 Eur

Our client is currently looking for an experienced Team Leader to lead their German and Austrian Team managing a team of over 30 skilled agents.This is an excellent opportunity for a hands-on leader with strong people management skills and experience in Customer Support or Call Centre environments w...

Our client is currently looking for an experienced Team Leader to lead their German and Austrian Team managing a team of over 30 skilled agents.

This is an excellent opportunity for a hands-on leader with strong people management skills and experience in Customer Support or Call Centre environments within Finance iGaming or Payments.

You will play a key role in driving team performance supporting daily operations and ensuring an exceptional standard of customer experience across all touchpoint

Tasks

Lead inspire and develop a team of 30 agents to consistently achieve performance and quality targets.
Oversee day-to-day operations including resource planning scheduling and workload management.
Provide ongoing coaching feedback and one-to-one performance reviews to support team growth and engagement.
Ensure all customer interactions adhere to company standards policies and compliance requirements.
Manage and resolve escalated cases with professionalism and empathy.
Collaborate with other departments to resolve complex issues and improve service processes.
Monitor and analyse key performance indicators (KPIs) to evaluate team results and identify areas for improvement.
Prepare and present detailed performance reports and insights to senior management.
Recommend and implement process improvements to boost efficiency productivity and customer satisfaction.
Foster a positive performance-driven team culture based on accountability transparency and continuous development.

Requirements

Proven experience leading teams of 20 employees in Customer Support or Call Centre environments ideally within Finance iGaming Payments or other regulated industries.
Strong understanding of collections processes and customer experience best practices.
Excellent communication skills in both German and English.
Demonstrated ability to motivate coach and develop individuals to reach their full potential.
Confident working with CRM systems reporting tools and MS Office applications.
Strong analytical and problem-solving mindset with the ability to make data-driven decisions.
Relocation package of up to 1000 available for candidates moving from abroad.