Assistant CS Manager
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Job Location:
Birkirkara - Malta
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Assistant Customer Support Manager
Location: Malta (Hybrid - 3 days per week in office)
Schedule: Monday to Friday office hours
Reporting to CS Operations Manager
The Role
We are seeking an Assistant Customer Support Manager to join our growing team. You will play a vital leadership role in managing and developing a team of Shift Leaders. You will be responsible for overseeing the day-to-day operations maintaining high-quality service standards and supporting the Customer Support Operations Manager in executing departmental strategies. This is a hands-on leadership role ideal for someone with strong operational oversight people management skills and experience in dynamic multi-brand environments. Youll have the opportunity to work on exciting projects collaborate with top talent worldwide and make a real impact in the industry.
Key Responsibilities
1. Team Leadership & Management
- Lead and support a team of Shift Leaders ensuring effective coverage leadership and consistency across shifts and both brands.
- Provide ongoing coaching feedback and development planning for Shift Leaders to help elevate team performance.
- Ensure smooth shift handovers and a clear communication flow between all levels of the support team.
- Act as a point of contact for escalations that require high-level attention or coordination across departments.
2. Operational Oversight
- Monitor and maintain performance across brands ensuring support KPIs (response times resolution rates QA scores CSAT) are met.
- Work closely with QA and Training to spot trends and support continuous learning and improvement.
- Coordinate daily operations across time zones and shifts ensuring consistent service quality for all customer segments.
- Step in to assist with real-time operations when necessary (e.g. unexpected volume spikes coverage gaps).
3. Cross-Departmental Collaboration
- Support the Customer Support Operations Manager in delivering strategic and operational initiatives.
- Work with departments such as Fraud VIP Payments and Product to streamline workflows and resolve escalations.
- Ensure alignment between brand-specific procedures and overall company standards.
4. Reporting & Communication
- Prepare or review operational reports summarizing performance and recommending action points.
- Ensure clear communication of updates SOP changes and expectations to the Shift Leaders and support agents.
- Represent the CS department in internal meetings when delegated by the Operations Manager
- Lead or contribute to key projects such as tool implementation process optimization or campaign support.
- Promote a culture of excellence accountability and continuous improvement.
- Ensure SOPs are consistently applied and updated as needed across both brands.
What You Bring
- Proven experience in a customer support leadership role preferably in the online casino or iGaming sector.
- Strong track record of managing or mentoring Shift Leaders or team supervisors.
- Excellent verbal and written communication skills in English.
- Solid understanding of support KPIs quality assurance and real-time operations.
- Strong problem-solving and organizational skills; able to manage multiple priorities.
- Comfortable using support tools CRM systems dashboards and collaboration platforms.
- Brings a strong sense of responsibility a solid work ethic and genuine empathy when leading and supporting others.
- A great sense of humor is highly valued we believe leadership can be both effective and fun.
- Familiarity with handling Oceania-based customers is considered a strong plus.
Why Join Us
- The chance to make a tangible impact in a rapidly growing global company.
- A culture that rewards ambition innovation and collaboration.
- Comprehensive benefits package for Malta-based employees including:
- Private health insurance wellness allowance and communication allowance.
- Healthy lunch on Wednesdays Social Fridays and Summer & Christmas events.
- Employee discounts in restaurants and businesses.
- Extended second-parent leave policy.
- Private parking space.
Key Skills
- Restaurant Experience
- Fashion Retail
- Hospitality Experience
- Assistant Manager Experience
- Basic Math
- Management Experience
- Math
- Business Management
- Leadership Experience
- Supervising Experience
- Restaurant Management
- Retail Management
About Company
A rising powerhouse in online gambling and betting weve made our mark in just four yearsand were just getting started. Our success is driven by a team of experts in casino operations marketing and beyond leading innovative projects across casino crypto and game development. More than ... View more
