Customer Service Team Lead

Direct message the job poster from Pentasia

Your Extroverted Neighborhood Recruiter in Malta | Looking for Amazing Talent in all things Tech

• Form part of a well-known licensed gaming business
• Chance to define and build a team and processes

100% Remote in Europe (GMT+1)

With a B2B contract

Salary €30-40k Gross (Depending on Experience)

Role Overview:

We are looking for an experienced Customer Service Team Lead to manage a remote support team, ensuring top-tier service for our players in the iGaming sector. You will be responsible for leading, coaching, and optimizing team performance while driving process improvements to enhance client satisfaction.

Key Responsibilities:

• Lead, mentor, and develop a team of remote customer service agents.
• Provide training, performance reviews, and coaching to drive excellence.
• Manage team schedules and workload to ensure full support coverage.

Client Support & Relationship Management

• Act as a point of escalation for complex client issues, ensuring swift resolution.
• Build and maintain strong relationships with key client accounts.
• Gather and relay client feedback to internal teams for service improvements.

Operations & Process Optimization

• Oversee daily support operations across multiple channels (email, chat, phone).
• Monitor KPIs (response times, resolution rates, satisfaction scores) to ensure service excellence.
• Develop and refine support documentation, processes, and tools.

Compliance & Risk Management

• Ensure adherence to iGaming regulations, including AML, RG and KYC.
• Identify and report potential fraud or suspicious activities.
• Collaborate with risk and compliance teams to uphold security measures.

What We’re Looking For:

Experience:

• 3-5+ years in customer service, with at least 2 years in leadership, preferably in iGaming.

Skills & Expertise:

• Strong team leadership, coaching, and communication skills.
• Proficiency in CRM and ticketing systems (e.g., Zendesk, Salesforce, Jira, Oracle).
• An analytical mindset with the ability to interpret data and drive improvements.
• Excellent problem-solving and client relationship management skills.
• Ability to work independently and effectively in a remote environment.

Language & Technical Skills:

• Fluent English (written & verbal) is required. Additional languages are a plus.
• Proficiency in Microsoft Office, Google Workspace, and customer service tools.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service
• Industries: Gambling Facilities and Casinos