Customer Experience Team Leader - Twilight/Night Shift
Join us as a Customer Experience Team Leader Twilight/Night Shift – go beyond support! As the CX Team Leader for our Twilight and Night operations, you are the guardian of our customer experience during our critical second-shift window (15:00-00:00 with a possibility to move to a night shift rotation in the future). You will manage a dedicated team ensuring operational continuity, seamless handovers from the daytime crew, and consistent delivery of our service level agreements (SLAs). This role requires an independent, high-energy leader who thrives in a self-directed environment and takes pride in owning evening operations.
- Oversee real-time queue management, monitoring service levels (SLA), customer satisfaction (CSAT), and response times during evening hours.
- Manage the transition from the daytime team, ensuring customer experience channels continue uninterrupted, and prepare shift reports for the morning management team.
- Dynamically adjust agent positioning across live chat, email, and phone channels based on real-time spikes in volume.
- Hire staff with the aim of establishing a proactive team functioning with high standards.
- Build & Inspire High-Performing Teams; Hire, coach, and empower staff to deliver exceptional customer experiences.
- Drive Performance & Growth; Set clear goals, monitor KPIs, and implement development plans for continuous improvement.
- Optimize CX Operations; Collaborate across teams to ensure seamless coverage and efficient workflows.
- Champion Compliance & Best Practices; Ensure AML, Fraud, Responsible Gaming, and company standards are always met.
- Create an Engaging Team Culture; Organize motivational initiatives, team events, and foster a proactive, on-brand work environment.
- Independently handle system outages or critical emergencies using established protocols, coordinating with on-call engineering teams if necessary.
- Fluent in English, written and spoken. (required)
- Fluency in Danish, Polish, Swedish, Finnish, Dutch, or Scandinavian is seen as a plus. (preferred)
- Proven experience in Customer Service, with strong leadership, communication, and interpersonal skills. (required)
- Knowledgeable about iGaming, sports betting, casino, and payment processes. (required)
- Thrive in fast-paced environments and enjoy motivating teams with a positive, proactive attitude. (required)
- Comfortable sharing ideas, providing solutions, and working flexible shifts. (required)
- A sharp eye for detail, a strong work ethic, and a passion for delivering outstanding customer service. (required)
- Proven capability to maintain peak focus, productivity, and leadership presence during a 15:00 to 00:00 window and at night. (required)
- Competitive salary + bonus scheme
- Hybrid working model with flexibility between home and office
- One-time bonus to help you set up your home workspace (we are truly hybrid)
- Work remotely for up to 40 days per year from anywhere in the world
- Private health insurance and a flexible wellbeing allowance for initiatives that support your wellbeing.
- Complimentary breakfast and lunch on select days, as well as great in-office events happening throughout the week.
- Fun quarterly team events and social gatherings
ComeOn Group is a global iGaming operator founded in 2008, which launched its first online brand in 2010. It runs more than 20 casino and sports betting brands on its proprietary platform, offering a secure, entertainment-led player experience across multiple markets. The company employs over 500 people across seven main locations and operates as an international iGaming employer. ComeOn Group is headquartered in St Julian's, Malta.