BettingJobs is working with a long-standing, and successful iGaming operator is looking to expand is customer experience team in Malta. They are looking for a Customer Experience Team Leader - Twilight/Night Shift to join their team.

Responsibilities

Oversee real-time queue management during evening and night shifts, monitoring SLA, CSAT, and response times.
Manage the handover from daytime operations, ensuring continuity across all customer experience channels and preparing detailed shift reports for management.
Dynamically allocate and adjust agent resources across live chat, email, and phone channels based on real-time demand.
Recruit, build, and develop a high-performing customer support team focused on proactive service delivery.
Coach, mentor, and empower team members to achieve performance and quality standards.
Set clear performance goals, monitor KPIs, and implement development plans to drive continuous improvement.
Optimise customer experience operations by collaborating across departments to ensure efficient workflows and coverage.
Ensure strict adherence to AML, fraud prevention, responsible gaming, and regulatory compliance standards.
Foster a strong team culture through engagement initiatives, motivational activities, and a positive working environment.
Lead response efforts during system outages or critical incidents, coordinating with technical teams when required.
Share insights, propose solutions, and contribute to continuous service improvement initiatives.

Requirements

Fluent written and spoken English.
Additional fluency in Danish, Polish, Swedish, Finnish, Dutch, or other Scandinavian languages is a strong advantage.
Proven experience in customer service with strong leadership, communication, and interpersonal skills.
Solid knowledge of iGaming, including sports betting, casino, and payment processes.
Ability to thrive in fast-paced environments and lead teams with a proactive, positive attitude.
Strong attention to detail, excellent work ethic, and a commitment to delivering outstanding customer service.
Comfortable working flexible shifts, including evening and night hours (15:00-00:00 and beyond).
Demonstrated ability to maintain focus, performance, and leadership presence during high-pressure periods.
Strong problem-solving skills with the ability to contribute ideas and solutions in a team setting.

Customer Experience Team Leader - Twilight/Night Shift

Job Description