Customer Support Team Leader (German Speaking)

**Customer Support Team Leader (German Speaking)**

**Malta**

**€33,000 + Fantastic performance bonus + Relocation ++ Fantastic career!**

Our client is your trusted iGaming growth partner.

We empower operators to thrive in one of the most dynamic and fast-paced industries in the world. With years of expertise, cutting-edge technology, and a passion for delivering exceptional player experiences, we help brands level up and stay ahead of the game.

From Gaming Services, Casino & Sportsbook Marketing, and Operations (CS, RPF, KYC) to VIP Management, Acquisition, Social Media, Product, Legal & Compliance — we bring it all together under one powerhouse team.

**The Opportunity**

We’re on the lookout for a dynamic and experienced **Customer Support Team Leader (German Speaking)** to lead, inspire, and elevate our Customer Support team.

This is more than just a supervisory role — it’s your chance to shape performance, develop talent, and drive service excellence in a fast-moving iGaming environment.

You’ll be the go-to escalation point for complex matters, a mentor to your team, and a key operational partner to internal stakeholders. If you’re a confident communicator, a natural leader, and passionate about delivering world-class player experiences — we want to hear from you.

## Tasks

• Leading the day-to-day performance, workflow, and wellbeing of the Customer Support team
• Coaching, mentoring, and developing agents and senior agents
• Acting as the main escalation point for complex or sensitive issues
• Monitoring queues, shift coverage, and service-level targets
• Managing schedules, reporting absences, and resolving operational blockers
• Driving workforce planning and creating team schedules
• Tracking KPIs (quality, productivity, attendance, communication) and reporting to management
• Conducting monthly 1:1s and performance reviews
• Supporting recruitment, onboarding, and ongoing training
• Leading by example with professionalism, clarity, and strong decision-making

## Requirements

• Native German speaker (essential) with fluent English
• Strong leadership experience — or clear leadership potential — within Customer Support or Operations
• Solid iGaming background (casino, sportsbook, responsible gaming procedures)
• Understanding of online casino workflows, KPIs, and operational processes
• Experience supervising or coordinating a team
• Excellent communication and motivational skills
• Strong analytical thinking and problem-solving ability
• Zendesk user-level proficiency (required)
• Knowledge of gaming licences (advantageous)

**Nice to Have**

• Experience with UKGC licensing and regulatory requirements
• Background managing multi-brand and/or multilingual teams
• Workforce management knowledge
• Experience using KPI dashboards and reporting tools

## Benefits

We believe great talent deserves great rewards:

• Attractive remuneration package
• Relocation Package
• Monthly Bonus
• Health Insurance
• Wellness benefit (after probation)
• Optician/Spectacle & Blue Light Lens benefit (after probation)
• Breakfast & lunch provided all week
• Monthly snacks allowance
• Ongoing training & development support
• Modern office facilities
• Dog-friendly workplace 🐾
• Exciting company events
• Monthly Beer Fridays
• €1,000 Refer-a-Friend bonus
• Relocation package (if required)
• An extra day off for your birthday 🎉

Ready to take the lead and make an impact in a thriving iGaming environment?

Join us and be part of something exciting

3 Stage interview process