Job Title: CS Team Manager
Location: Hybrid - Mrieħel, Malta (3 days per week in office) more flexible after probation
Working hours: Monday to Friday; start at 7/8am CET
Reporting to CS Operations Manager & Head of CS

About the Role
You'll lead, upskill, train, and mentor a remote customer support team (+/-25), bringing your experience from a similar role in the online casino industry. We're looking for strong leadership and people management skills, expertise in communication and conflict resolution, and a passion for delivering top-notch customer support. If this sounds like you, keep reading :)

Key Responsibilities

• Manage and mentor a team, providing guidance, support, and motivation.
• Oversee the daily operations of the team, ensuring productivity and quality standards are met.
• Identify and implement process improvements to enhance efficiency and effectiveness.
• Maintain clear and effective communication within the team and across departments.
• Address and resolve conflicts promptly and fairly, promoting a positive work environment.
• Train current and future shift leaders on effective communication and feedback techniques.
• Develop and implement training programs to enhance team skills and performance.
• Encourage a proactive approach among team members, fostering a culture of continuous improvement.
• Develop strategic solutions to challenges, ensuring alignment with a customer centric approach.
• Prepare and deliver presentations to team members, management, and stakeholders.
• Clearly communicate ideas, strategies, and progress updates.

What You Bring

• At least 2 years of experience in a leadership role in the customer support department, working for an online casino operator.
• Strong communication, conflict resolution, and people management skills.
• Proficiency in training and development, with experience in coaching and mentoring.
• Excellent presentation skills.
• Ability to work proactively and independently, as well as part of a team.

Why Join Us?

• The chance to make a tangible impact in a rapidly growing, global company.
• A culture that rewards ambition, innovation, and collaboration.
• Comprehensive benefits package for Malta-based employees, including:
  • Private health insurance, wellness allowance, and communication allowance.
  • Healthy lunch on Wednesdays, Social Fridays, and Summer & Christmas events.
  • Employee discounts in restaurants and businesses.
  • Extended second-parent leave policy.
  • Private parking space.