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Lead customer support teams and ensure excellent player experience

About The Role

Lead our customer support team to deliver exceptional player experiences. You'll manage agents, handle escalations, monitor quality, and drive improvements in our 24/7 support operations.

Responsibilities

Lead and coach customer support team
Handle complex escalations
Monitor support quality and KPIs
Create training materials and processes
Schedule and manage shift rotas
Report on support metrics
Implement process improvements
Work with product team on player feedback

Requirements

5+ years in customer support (gaming preferred)
2+ years of team leadership experience
Strong coaching and mentoring skills
Excellent communication and problem-solving
Experience with support platforms (Zendesk, etc.)
Multi-lingual skills a plus
Ability to work rotating shifts
Data-driven decision making

Benefits

Salary €32,000 - €42,000
Leadership role
Health insurance
Professional development
Career progression to Head of Support
Shift allowances

Position Details

Employment Type Full Time

Work Mode Onsite

Shift Rotating

Level Senior

Experience 5+ years

Frequently Asked Questions

As a Senior Customer Support Team Leader at Platin Gaming Ltd, you will be part of our General department, contributing to our iGaming products and services. The role involves working with cutting-edge technology in a fast-paced, international environment based in Malta.

Senior Customer Support Team Leader

Job Description