Customer Support Team Leader
LeoVegas is looking for a Customer Support Team Leader to play a pivotal role in shaping the customer experience. The successful candidate will lead a dynamic team dedicated to providing exceptional support, ensuring operational efficiency, and maintaining high satisfaction levels among clients.
This role is suited for a proactive leader with a strategic mindset who is tasked with overseeing daily operations, managing team schedules, and facilitating cross-departmental collaboration.
- Regularly reviewing team members' performance to ensure high standards.
- Participating in the hiring process to select and onboard new team members.
- Creating and managing team schedules, considering operational hours, holidays, and leaves.
- Analyzing daily operations through reports and statistics to enhance team efficiency.
- Collaborating with Marketing, Country Managers, and other departments to support local promotions and customer engagement initiatives.
- Ensuring prompt and effective resolution of customer inquiries and issues to maintain client satisfaction.
- Implementing processes and procedures to optimize resource utilization and workflow.
- Fostering a positive and productive work environment while focusing on meeting daily KPIs.
- Leading projects with a data-driven approach to improve team performance and outcomes.
- Deep operational knowledge of online casino/sportsbook verticals, Safer Gambling (RG) protocols, and AML/KYC requirements across regulated markets. (required)
- Knowledge of multi-channel ticketing/CRM tools (e.g. Zendesk), workforce management (WFM) basics, and data dashboards (Tableau). (required)
- Strong foundation in leadership, coaching, QA monitoring, performance management, and conflict resolution. (required)
- 2–4 years experience in iGaming customer support. (required)
- Having worked in a senior/lead capacity is considered as an asset. (nice-to-have)
- Fluent / native Dutch required. (required)
- Hybrid work policy
- 4 weeks of Workation (T&C apply)
- Well-being allowance to support your active lifestyle
- Private health insurance
- Discounts across a range of retailers, gyms, bars & restaurants
- Employee assistance program that can provide help and guidance during challenging moments
LeoVegas Group is a Swedish mobile-first iGaming company founded in 2011, headquartered in Stockholm with its main operational hub in Sliema, Malta. A pioneer of mobile casino, it operates online casino and sportsbook products across regulated markets through brands including LeoVegas, BetUK, Expekt, Pink Casino and GoGo Casino. In 2022 the group was acquired by MGM Resorts International and now serves as MGM's international online-gaming arm, having previously been listed on Nasdaq Stockholm.