Customer Support Team Leader

🔥 2 hours ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Dinotech Ltd

WebsiteLinkedInAll Job Openings

11 - 50 employees

🎮 Gaming

🤝 B2B

☁️ SaaS

Gaming • B2B • SaaS

Dinotech Ltd is a Maltese software company specializing in bridging technology gaps within the i-Gaming industry. Founded by experienced professionals from B2C gaming companies, Dinotech offers a platform that provides scalable and efficient solutions tailored to the needs of today's i-Gaming businesses. The company is licensed and regulated by the Malta Gaming Authority under a B2B Critical Gaming Supply Licence, ensuring its offerings are competitive and compliant with industry standards.

📋 Description

• Lead, motivate, and manage a team of Customer Support Representatives, ensuring service levels, quality standards, and performance targets are consistently met • Conduct regular team meetings and one-to-one sessions to provide feedback, coaching, and ongoing professional development • Perform quality assurance evaluations on player interactions and provide constructive feedback to improve service quality and agent performance • Oversee day-to-day customer support operations, ensuring player enquiries via email and chat are handled accurately, efficiently, and within agreed service levels • Handle escalated player cases, complex issues, and service failures, ensuring timely resolution while maintaining a high standard of customer satisfaction • Monitor and analyse player feedback to identify recurring issues, trends, and opportunities for service and process improvement • Track, monitor, and manage key team performance indicators (KPIs), driving accountability and continuous optimisation • Prepare regular performance reports for the Head of Department, highlighting achievements, performance gaps, KPI progress, and recommended action plans • Work closely with the Head of Department to implement improvement initiatives that enhance team performance, efficiency, and service delivery • Support the recruitment process by participating in interviews and assessing candidates’ skills, experience, and cultural fit • Assist with onboarding new team members, ensuring they are fully trained on product knowledge, customer service standards, internal processes, and company policies • Deliver training for new starters and identify ongoing learning and development needs across the team • Conduct annual performance reviews and work with team members to set individual goals that support growth and continuous improvement • Collaborate with internal departments to improve first-contact resolution and deliver a seamless player experience • Share customer insights, player feedback, and recurring issues with relevant stakeholders to support product improvements and business decisions • Maintain and update the Confluence knowledge base with accurate, approved processes and support documentation • Support the wider business with additional ad-hoc tasks and projects as required.

🎯 Requirements

• Previous experience in a Customer Support Team Leader, Supervisor, or similar leadership role within the iGaming industry • Strong understanding of iGaming customer support operations, including player expectations, service standards, and the fast-paced nature of the industry • Proven ability to lead, motivate, and develop customer support teams to achieve performance and quality targets • Experience handling escalations, service recovery, and complex player cases in a professional and customer-focused manner • Strong understanding of KPI management, quality assurance, performance monitoring, and continuous improvement • Excellent communication, coaching, and stakeholder management skills • Highly organised, proactive, and able to manage multiple priorities in a dynamic environment • Experience in onboarding, training, and people development is highly desirable • Familiarity with customer support platforms, reporting tools, and knowledge base management systems is an advantage • Experience in online casino, sportsbook, or other iGaming verticals. • Knowledge of customer support best practices within a regulated gaming environment. • Experience working cross-functionally with Payments, Risk, CRM, Product, or Compliance teams. • Understanding of responsible gaming principles and customer communication standards within iGaming.

🏖️ Benefits

• Professional development opportunities