Customer Support Team Leader iGaming

Qormi - Malta

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Top Talent Recruitment is working with a leading Online Casino Gaming Company who is seeking to onboard an German speaking Customer Support Team Leader for their Malta office.

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.

To apply for this position and to explore many other exciting opportunities visit and apply through our career page: 33000 euro Gross bonus

Start date: ASAP

Flight cost reimbursement of up to 200 after the employee has passed their 6 month probationary period the flight receipt will need to be provided at the start of their employment. Client will pay 5 days of accommodation in a hotel which can be extended further upon authorisation if the employee cant find accommodation within the first 5 days.

Native/fluent German English B2
Proven leadership experience (or strong leadership potential) in Customer Support / Operations.
iGaming experience (casino/sportsbook/responsible gaming ops)
Comfortable with CS KPIs workflows operational process and supervising teams
Strong people skills calm decision-making under pressure.

Employer Multiple Group
Multiple Group (often branded as The Multiple / The Multiple Group) positions itself as a B2B iGaming service provider basically a partner that helps iGaming operators launch run and grow their online casino / sportsbook operations with a mix of people processes tech.
They market an A to Z operations offering for iGaming operators meaning they dont just do one thing (like support) they aim to cover multiple operational pillars so the operator can scale.

This is a front-line leadership role in an iGaming customer support operation. Youre leading a team of agents (and senior agents) owning day-to-day delivery and being the escalation point for tricky player cases.
Strong fit if they have:
Shift-leading/QA/team-leading experience can talk KPIs (AHT CSAT QA score backlog/queues adherence)
iGaming exposure (payments/KYC/bonus abuse/RG escalations).

Top Talent Recruitment is working with a leading Online Casino Gaming Company who is seeking to onboard an German speaking Customer Support Team Leader for their Malta office. Position: Customer Support Team Leader Location: Qormi Malta Employment type: Full-time Remuneration: Base salary. About t...