Customer Service Team Lead

Customer Service Team Lead

About the Role

We are seeking an experienced Customer Service Team Lead to build and develop a customer support function for a growing online business.

This is an exciting opportunity for someone who enjoys creating processes from scratch o near from scratch, while remaining hands-on during the early stages.

🌏 hybdrid in Malta - 3 days on site - 2 days remote

💰 Salary: €37,000 to €45,000 gross/year - DOE

⭐ MUST have iGaming/Gambling experience

Working closely with senior leadership and cross-functional teams, you will define the customer service strategy, establish best practices, implement scalable processes and technology, and build a high-performing team that delivers an outstanding customer experience.

Key Responsibilities

• Design and lead the customer service function, including team structure, processes, and operating model.
• Recruit, coach, and develop a customer service team with a strong performance culture.
• Define service standards, SLAs, quality assurance processes, and escalation procedures.
• Oversee customer complaints and ensure compliance with regulatory requirements.
• Manage the resolution of customer and technical support issues in collaboration with internal teams.
• Monitor key service metrics such as response times, resolution rates, customer satisfaction, and quality scores.
• Implement and optimize customer service platforms, knowledge management tools, chat solutions, and automation.
• Work closely with CRM, Product, Payments, Technology, and Risk & Compliance teams to deliver a seamless customer journey.
• Use customer insights to drive continuous improvements across products, operations, and customer experience.

Requirements

• Experience building and scaling a customer service or customer operations function.
• Background in iGaming, online gaming, fintech, digital entertainment, or another regulated industry.
• Strong understanding of regulated customer support, including KYC, responsible gambling, and complaint handling.
• Experience implementing customer service technologies and automation tools.
• Strong leadership, stakeholder management, and communication skills.
• Commercial mindset with a focus on customer retention, operational efficiency, and long-term growth.

Ideal Candidate

You are a hands-on leader who enjoys building teams and processes from the ground up. You combine strategic thinking with operational execution and have a proven ability to create scalable customer service functions that enhance both customer satisfaction and business performance.