Customer Support Team Leader (German Speaking)

Customer Support Team Leader (German Speaking) role at an iGaming company in Malta. Lead and inspire the customer support team, shape performance, develop talent, and drive service excellence in a fast-moving environment.

Requirements

• 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

Benefits

• Attractive remuneration package
• Relocation Package
• Monthly Bonus
• Health Insurance
• Wellness benefit
• Optician/Spectacle & Blue Light Lens benefit
• 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
• An extra day off for your birthday