Team Lead (Arbo)

Customer Support Team Leader (Night Shift, Dutch)

Hybrid in Malta (Relocation package provided)

Salary: €35-40k (DOE) + Night shift allowance + Bonus

Great benefits with an opportunity to work with a mature and well-known brand

Overview

An established online gaming business is looking to hire a Customer Support Team Leader to oversee evening operations and lead a team of customer support professionals. This is a hands‑on leadership role focused on team performance, service delivery, and ensuring a consistently high-quality customer experience across multiple support channels.

Responsibilities

• Lead, coach, and develop a team of Customer Experience Agents.
• Monitor service levels, response times, and customer satisfaction metrics.
• Manage workload distribution across customer support channels.
• Act as an escalation point for complex customer issues.
• Drive operational improvements and support a high‑performing team culture.
• Ensure compliance with internal procedures and industry requirements.
• Support recruitment, onboarding, and ongoing team development.

Requirements

• Previous experience leading customer service or customer operations teams in iGaming.
• Strong people management and communication skills.
• Ability to work effectively in a fast‑paced environment and make independent decisions.
• Experience in monitoring KPIs and driving operational performance.
• Knowledge of online gaming, betting, payments, or other high-volume customer‑facing environments is advantageous.
• Fluent English communication skills, and native level Dutch.

What’s on Offer

• Private health and well‑being benefits.
• Professional development opportunities.
• International, collaborative working environment.

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