Team Lead - Customer Support (Dutch/Flemish & French)

MeDirect is a Maltese digital bank, founded in 2004, with over 160,000 clients and operations in Malta and Belgium. We offer a wide range of financial services to both retail and corporate clients, including daily banking, savings, and corporate services . We are always on the lookout for determined and hard-working individuals who are eager to take the next step in their career. At MeDirect, we strive to provide an exceptional employment experience, fostering growth, collaboration, and innovation Role Overview: As Team Leader – Customer Support, you will oversee the daily operations of the Belgian Wealth Support Service team. You will ensure high-quality, compliant customer service, support the achievement of service and commercial KPIs, and coach team members to deliver an excellent customer experience. Our shift hours are between 9 am and 8 pm in combination with a hybrid working model, this adds value to your personal planning and work life balance. The role also provides the opportunity to gain a professional certificate in Bank Mediation (Febelfin – Wet Willems). The selected candidate should be willing to relocate to Malta. Duties and responsibilities Lead and coordinate the day-to-day activities of the Wealth Support Service team Monitor performance and drive achievement of service level, quality, and objective-related KPIs· Support workload planning, scheduling, and ticket allocation Coach, train, and support team members through regular feedback and quality monitoring Identify and propose process and service improvements in collaboration with management Apply and oversee the 4-eye principle for sensitive operations (Offline trades, client data changes) Act as first point of escalation for complex cases, Service Desk issues, and complaints Ensure customer communications meet quality, regulatory, and legal standards Required knowledge, skills and experience Flemish / Dutch or bilingual Dutch & French, with good English Knowledge of investment products and capital markets Customer-focused, structured, and solution-oriented mindset Febelfin – Wet Willems certification is an asset Proven team leader or senior role experience with people-management skills Previous banking experience in a customer-facing role