Customer Service Team Leader (Italian)

TL;DR

Customer Service Team Leader (Italian): Leading and developing a team of Italian-speaking advisors to deliver high-quality support with an accent on team performance, coaching, and operational consistency. Focus on bridging the gap between customer experience and product/tech teams to drive continuous service improvements.

Location: Must be based in or able to commute to Sunderland, UK (Hybrid role)

Company

An evolving, inclusive product company focused on delivering brilliant player experiences in the iGaming sector.

What you will do

• Lead, motivate, and support a team of Italian-speaking Customer Service Advisors.
• Manage attendance, performance reviews, and daily operations to ensure team consistency.
• Conduct QA reviews, performance scorecards, and regular 1:1 development conversations.
• Act as a liaison between the CX, Product, and Tech departments to represent the voice of the customer.
• Oversee recruitment, onboarding processes, and team training initiatives.
• Analyze performance data to identify trends and present insights for team improvements.

Requirements

• Fluent Italian and English (written and spoken)
• Proven experience in leadership and people management.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Confident communication style suitable for cross-departmental collaboration.
• Deep understanding of customer service best practices and performance trends.
• Must be available for a hybrid work arrangement in Sunderland, UK.

Culture & Benefits

• Focus on an inclusive culture that values thinking differently.
• Opportunity to shape team processes and contribute to product development.
• Active support for professional growth and leadership development.
• Collaborative work environment with a focus on wellbeing and continuous improvement.