Customer Support Manager

We are looking for a proactive and well-organised Customer Support Manager to oversee the daily operations of our 24/7 Customer Support department, drive team performance, and ensure the highest standards of service quality, compliance, and customer experience.

What is expected of you?

• Oversee daily operations, ensuring efficiency, accuracy, and achievement of departmental targets.
• Oversee daily operations, ensuring efficiency, accuracy, and achievement of departmental targets.
• Monitor shift activity, team productivity, service quality, and agent performance, ensuring consistently high standards.
• Lead, guide, and develop Team Leaders and Trainers through regular meetings, feedback, and coaching.
• Identify training needs and drive initiatives to improve team knowledge, performance, and overall service quality.
• Ensure compliance with regulatory requirements, internal procedures, and industry standards.
• Analyse operational data, prepare performance reports, and identify opportunities to improve efficiency and productivity.
• Maintain accurate internal documentation, knowledge resources, staff schedules, and performance records.
• Collaborate with other departments and the second-line support team to resolve operational issues and improve cross-departmental processes.
• Assist with recruitment, onboarding, reporting, and other managerial responsibilities as required.

What are you expected to bring?

• Strong leadership, organisational, and problem-solving skills.
• Excellent analytical and communication abilities.
• A proactive, data-driven mindset with a focus on continuous improvement.
• The ability to manage priorities and work effectively in a fast-paced environment.
• A strong commitment to quality, compliance, and team development.
• Minimum 2 years in a leadership position within the iGaming industry

Who are we?

We are GRODT Group and we put our employees first - Team spirit, solidarity, providing security, and a supportive environment - are our values! Every day at GRODT should be a good day and we want all members of GRODT Group to be excited to come to work every morning. Joining GRODT means becoming part of a forward-thinking team that's committed to shaping the future of iGaming. We believe in celebrating our success, fostering a positive work environment, and keeping things exciting. We encourage and support the growth of our employees, we want everyone to spread the wings of their potential.

Some perks of joining us:

• Beautiful offices with a central location in Sliema.
• Happy co-workers and a friendly easy-going environment.
• Team buildings a little party never killed anybody.
• …and Champagne for any occasion worth celebrating (and we have many…).
• Health insurance.
• Wellness benefit.
• Referral bonus.
• Over 300 sunny days / year.