Head of Customer Support; Relocate to Malta

Puesto: Head of Customer Support (Relocate to Malta )
At FUNNZ, we craft iGaming brands that people genuinely love. With teams in Malta and Marbella, we mix startup energy with deep industry roots. We believe in trust, ownership, and making things happen - with a touch of magic.
What You’ll Be Doing  You’ll lead and scale our customer support function, turning it into a well‑oiled, player‑delighting machine. You’ll develop the strategy, set the standards, and build the team. You’ll be the voice of the player in the room – and the calm in the chaos when things escape. Along the way, you’ll collaborate across teams to drive smart improvements, streamline tools, and make sure our support not only works, but wows.
Your First 6 Months  You’ll define what great support looks like at FUNNZ – clear SLAs, seamless workflows, and a rock‑solid player experience. You’ll mentor rising leaders and launch a training program that levels up the whole team. Working closely with internal teams, you’ll identify friction points before they become fires, and build the feedback loops to keep us learning fast.
You’ll Fit Right In If You…   Have 3+ years leading customer support teams in iGaming, and are fully involved in the team’s daily operations
Turn people into stars of the future by developing, retaining, and mentoring the team
Know your way around support tools (Zendesk, Intercom, Salesforce…)
Love turning data into decisions (CSAT, FRT, KPIs are your thing)
Effortlessly translate customer feedback and pain points into actionable insights for product
Communicate clearly, lead confidently, and never lose sight of the player
Are proactive, curious, and not afraid to challenge the status quo
Enhance customer experience and player journeys
Manage and develop a fully comprehensive knowledge base
Speak and write fluent English, and one Nordic language
Helpful Background   

Experience with Intercom or Optimove

Experience with sports book
Worked with agile product teams
Deep understanding of responsible gaming practices
A fast‑paced, versatile work culture that values autonomy
Offices in Malta and Marbella – with hybrid work options
A growing team that moves fast and supports each other
Private health insurance & gym access
€100 monthly commute allowance
One day off per year to volunteer for a cause you care about
PS! Please note that this position is based in our office in Malta.

#J-18808-Ljbffr