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
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Leading the day-to-day performance, workflow, and wellbeing of the Customer Support team
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Coaching, mentoring, and developing agents and senior agents
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Acting as the main escalation point for complex or sensitive issues
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Monitoring queues, shift coverage, and service-level targets
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Managing schedules, reporting absences, and resolving operational blockers
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Driving workforce planning and creating team schedules
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Tracking KPIs (quality, productivity, attendance, communication) and reporting to management
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Conducting monthly 1:1s and performance reviews
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Supporting recruitment, onboarding, and ongoing training
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Leading by example with professionalism, clarity, and strong decision-making
Requirements
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Native German speaker (essential) with fluent English
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Strong leadership experience — or clear leadership potential — within Customer Support or Operations
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Solid iGaming background (casino, sportsbook, responsible gaming procedures)
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Understanding of online casino workflows, KPIs, and operational processes
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Experience supervising or coordinating a team
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Excellent communication and motivational skills
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Strong analytical thinking and problem-solving ability
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Zendesk user-level proficiency (required)
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Knowledge of gaming licences (advantageous)
Nice to Have
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Experience with UKGC licensing and regulatory requirements
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Background managing multi-brand and/or multilingual teams
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Workforce management knowledge
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Experience using KPI dashboards and reporting tools
Benefits
We believe great talent deserves great rewards
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Attractive remuneration package
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Relocation Package
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Monthly Bonus
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Health Insurance
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Wellness benefit (after probation)
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Optician/Spectacle & Blue Light Lens benefit (after probation)
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Breakfast & lunch provided all week
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Monthly snacks allowance
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Ongoing training & development support
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Modern office facilities
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Dog-friendly workplace 🐾
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Exciting company events
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Monthly Beer Fridays
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€1,000 Refer-a-Friend bonus
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Relocation package (if required)
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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