Nordic Customer Support Team Leader

Nordic Customer Support Team Leader 😄 About us: At FUNNZ we create and fully manage premium iGaming brands. We have offices in Malta🇲🇹 and Marbella🇪🇸, powered by highly experienced teams with a wealth of industry knowledge. We believe in giving our teams accountability and autonomy, trusting in their expertise and best judgment to continuously learn and provide the best gaming experience to our players. ⬇️ About the Role: We are looking for an experienced and people-focused Customer Support Team Leader to lead, develop, and inspire our Customer Support team. This is a hands-on leadership role where you will be responsible for driving team performance, maintaining exceptional service standards, and fostering a positive and high-performing team culture. Reporting directly to the Head of Customer Support, you will play a key role in shaping processes, improving operational efficiency, and ensuring our customers receive outstanding support across all channels. ✅ What You’ll Do: Lead, coach, and develop the Customer Support team through regular feedback, mentoring, and performance management. Conduct structured one-to-one meetings and quality assurance reviews. Identify training needs and support ongoing employee development. Drive employee engagement initiatives, including team-building activities, incentives, and recognition programs. Support recruitment, onboarding, and integration of new team members. Monitor daily, weekly, and monthly team performance against key service and operational KPIs. Ensure service quality, productivity, and customer satisfaction targets are consistently achieved. Analyze performance data and implement action plans to drive continuous improvement. Take ownership of KPI reporting and operational performance tracking. Manage team schedules, shift planning, vacation allocation, and workforce optimization. Coordinate payroll-related processes, including overtime, night shifts, public holidays, and KPI-related adjustments. Ensure accurate and timely administrative reporting. Partner with the Head of Customer Support to identify and implement process improvements. Maintain and improve operational documentation and knowledge resources. Collaborate with cross-functional teams including VIP, Responsible Gaming, Risk, Payments, and Recruitment. Communicate updates, feedback, and operational changes effectively across the department. 🕵🏻 What We’re Looking For: Previous experience leading or supervising a Customer Support team. Strong performance management experience, including coaching, QA reviews, and employee development. Excellent communication and interpersonal skills. Experience with workforce management, scheduling, and operational planning. Strong understanding of Responsible Gaming (RG) and Anti-Money Laundering (AML) requirements. Experience with customer support platforms including live chat, email, and back-office systems. Ability to make informed decisions in a fast-paced environment. Fluent English and at least one Nordic language. 🤩 Nice to have: Experience working with VIP customers or VIP operations. Sportsbook experience. Experience working in Curacao and/or EMTA-regulated environments. Experience using Confluence. Experience leading customer experience (CX) or process improvement initiatives. Additional Nordic language skills. 💚 What's in it for you: 24/7 gym access, sauna & ice bath. Health insurance Commute allowance100 EUR added to salary monthly to cover the cost of commuting to the office Socially responsible environment by dedicating time off to volunteer 🇲🇹 Please note that this position is based in our office in Malta. Department Operations Locations Malta Remote status Hybrid About FUNNZ Founded in 2024 Co-workers 50