German speaker Customer Support Team Leader

Sliema - Malta

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Position: Customer Support Team Leader

Location: Qormi Malta

Employment type: Full-time

Remuneration: Base salary.

About the role.
Were looking for a dynamic and experienced Customer Support Team Leader (German) to lead inspire and elevate our Customer Support team. This role offers the opportunity to shape performance develop talent and drive service excellence within a fast-paced iGaming environment. You will act as the main escalation point mentor team members and collaborate closely with internal stakeholders to deliver outstanding player experiences.

DUTIES AND RESPONSIBILITIES:

Lead daily team performance workflows and overall wellbeing of the Customer Support function
Coach mentor and develop Customer Support Agents and Senior Agents
Act as the primary escalation point for complex or sensitive customer cases
Monitor queues service levels and shift coverage to ensure operational efficiency
Manage schedules report absences and remove operational blockers
Support workforce planning and prepare effective team schedules
Track and report KPIs including quality productivity attendance and communication standards
Conduct regular 1:1 meetings and performance reviews
Support recruitment activities onboarding processes and ongoing training initiatives
Lead by example through professionalism clear communication and strong decision-making.

REQUIREMENTS:

Native / fluent in German both verbal and written. Fluent in English (minimum B2 level)
Proven leadership experience or strong leadership potential within Customer Support or Operations environments
Solid background within iGaming including casino sportsbook or responsible gaming operations
Understanding of online casino workflows KPIs and operational processes
Experience supervising or coordinating teams
Strong interpersonal motivational and communication skills
Analytical mindset with strong problem-solving abilities
Zendesk user-level proficiency is required
Knowledge of gaming licences is considered an advantage
Experience with UKGC regulations multilingual or multi-brand teams workforce management or KPI reporting tools is beneficial.

BENEFITS:

Competitive remuneration package
Private health insurance
Wellness benefit after probation
Optician spectacle and blue-light lens benefit after probation
Breakfast and lunch provided throughout the week
Monthly snacks allowance
Ongoing training and professional development support
Modern well-equipped office environment
Dog-friendly workplace.

Position: Customer Support Team Leader Location: Qormi Malta Employment type: Full-time Remuneration: Base salary. About the role.Were looking for a dynamic and experienced Customer Support Team Leader (German) to lead inspire and elevate our Customer Support team. This role offers the opportunity ...