Hybrid Customer Support Team Leader

Posted 3 weeks ago

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About the role

  • Guide and support a team of Customer Support Agents
  • Ensure all customer interactions reflect the quality and values of the Company
  • Play a pivotal role in maintaining service excellence
  • Coach your team
  • Act as the bridge between frontline agents and management
  • Monitor team performance against SLAs and quality standards
  • Conduct regular coaching sessions, performance reviews, and feedback discussions with agents
  • Foster a positive, proactive, and high-performing team culture
  • Collaborate with internal teams such as Fraud, Compliance, and Payments
  • Identify process gaps and suggest improvements to enhance team efficiency and customer experience
  • Support recruitment, onboarding, and training of new team members
  • Promote and embody the values, vision, and products of The Multiple.

Requirements

  • 2+ years of experience in Customer Support within the iGaming industry, with at least 1 year in a leadership or mentoring role.
  • Fluency in English (both written and spoken).
  • Proven ability to manage team performance, motivate individuals, and drive Excellent problem-solving, communication, and interpersonal skills.
  • Ability to work collaboratively across multiple teams and brands.
  • Flexible, adaptable, and able to thrive in a fast-paced, 24/7 operational environment.
  • Proficiency in additional languages.

Benefits

  • Attractive remuneration package
  • Wellness benefit (after probation)
  • Optician/Spectacle and Blue Lens Benefit (after probation)
  • Health Insurance
  • Breakfast/lunch all week
  • Monthly snacks allowance
  • Training support
  • Modern office facilities
  • Dog-friendly workplace
  • Exciting Company Events
  • Monthly beer Fridays
  • €1,000 refer a friend bonus
  • Relocation package (if required)

Job title

Customer Support Team Leader

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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