Customer Experience Team Leader - Twilight​/Night Shift

Betting Jobs is working with a long-standing, and successful iGaming operator is looking to expand is customer experience team in Malta. They are looking for a Customer Experience Team Leader - Twilight/Night Shift to join their team.

Responsibilities:

* Oversee real-time queue management during evening and night shifts, monitoring SLA, CSAT, and response times.

* Manage the handover from daytime operations, ensuring continuity across all customer experience channels and preparing detailed shift reports for management.

* Dynamically allocate and adjust agent resources across live chat, email, and phone channels based on real-time demand.

* Recruit, build, and develop a high-performing customer support team focused on proactive service delivery.

* Coach, mentor, and empower team members to achieve performance and quality standards.

* Set clear performance goals, monitor KPIs, and implement development plans to drive continuous improvement.

* Optimise customer experience operations by collaborating across departments to ensure efficient workflows and coverage.

* Ensure strict adherence to AML, fraud prevention, responsible gaming, and regulatory compliance standards.

* Foster a strong team culture through engagement initiatives, motivational activities, and a positive working environment.

* Lead response efforts during system outages or critical incidents, coordinating with technical teams when required.

* Share insights, propose solutions, and contribute to continuous service improvement initiatives.

Requirements:

* Fluent written and spoken English.

* Additional fluency in Danish, Polish, Swedish, Finnish, Dutch, or other Scandinavian languages is a strong advantage.

* Proven experience in customer service with strong leadership, communication, and interpersonal skills.

* Solid knowledge of iGaming, including sports betting, casino, and payment processes.

* Ability to thrive in fast-paced environments and lead teams with a proactive, positive attitude.

* Strong attention to detail, excellent work ethic, and a commitment to delivering outstanding customer service.

* Comfortable working flexible shifts, including evening and night hours (15:00-00:00 and beyond).

* Demonstrated ability to maintain focus, performance, and leadership presence during high-pressure periods.

* Strong problem-solving skills with the ability to contribute ideas and solutions in a team setting.