Customer Experience Team Leader - Twilight/Night Shift

BettingJobs is working with a long-standing, and successful iGaming operator is looking to expand is customer experience team in Malta. They are looking for a Customer Experience Team Leader - Twilight/Night Shift to join their team.

Responsibilities:

• Oversee real-time queue management during evening and night shifts, monitoring SLA, CSAT, and response times.
• Manage the handover from daytime operations, ensuring continuity across all customer experience channels and preparing detailed shift reports for management.
• Dynamically allocate and adjust agent resources across live chat, email, and phone channels based on real-time demand.
• Recruit, build, and develop a high-performing customer support team focused on proactive service delivery.
• Coach, mentor, and empower team members to achieve performance and quality standards.
• Set clear performance goals, monitor KPIs, and implement development plans to drive continuous improvement.
• Optimise customer experience operations by collaborating across departments to ensure efficient workflows and coverage.
• Ensure strict adherence to AML, fraud prevention, responsible gaming, and regulatory compliance standards.
• Foster a strong team culture through engagement initiatives, motivational activities, and a positive working environment.
• Lead response efforts during system outages or critical incidents, coordinating with technical teams when required.
• Share insights, propose solutions, and contribute to continuous service improvement initiatives.

Requirements:

• Fluent written and spoken English.
• Additional fluency in Danish, Polish, Swedish, Finnish, Dutch, or other Scandinavian languages is a strong advantage.
• Proven experience in customer service with strong leadership, communication, and interpersonal skills.
• Solid knowledge of iGaming, including sports betting, casino, and payment processes.
• Ability to thrive in fast-paced environments and lead teams with a proactive, positive attitude.
• Strong attention to detail, excellent work ethic, and a commitment to delivering outstanding customer service.
• Comfortable working flexible shifts, including evening and night hours (15:00-00:00 and beyond).
• Demonstrated ability to maintain focus, performance, and leadership presence during high-pressure periods.
• Strong problem-solving skills with the ability to contribute ideas and solutions in a team setting.