Position: Customer Support Team Leader

Location: Qormi, Malta

Employment type: Full-time

About the role.
We’re 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.