Customer Service Team Manager (iGaming)

TL;DR

Customer Service Team Manager (iGaming): Manage 10-20 customer support agents handling key markets, ensuring first-class support, player safety, and compliance with KPIs and GRC standards. Focus on real-time coaching, risk anticipation, team mentoring, and facilitating cross-department communication.

Location: Hybrid in Malta

Company

Europe’s leading betting and gaming operator with over 5,000 employees across 15 regulated markets, focused on responsible entertainment and technological excellence.

What you will do

• Deliver consistently high-quality customer support meeting strict deadlines and KPIs
• Assess team competencies, provide real-time coaching, and conduct one-on-one meetings
• Drive customer satisfaction (CSAT) scores and act as a mentor leading by example
• Manage administrative tasks, communication flows, and serve as point of contact for agents
• Anticipate risks, handle obstacles, support talent acquisition, and meet quarterly goals
• Ensure team adherence to Governance, Risk & Compliance (GRC) obligations and training

Requirements

• Sound experience in customer support environment and management
• Excellent communication skills for email, chat, and telephone
• Natural team player who leads by example
• Business management skills: strategy understanding, conflict management
• Ability to work under pressure with minimum supervision
• Open to giving and receiving constructive feedback

Culture & Benefits

• Hybrid work model allowing self-organization and focus on goals
• Value individuals as people first, supporting work-life balance
• Emphasis on innovation, challenges, and real impact
• Commitment to player safety, sustainability, and responsible gambling
• Team of passionate professionals dedicated to safe entertainment

Hiring process

• Skills-based evaluation regardless of background, age, gender, origin, or other characteristics
• Focus on merit, experience, and potential contribution