On behalf of our client, we are looking for a dynamic and experienced Customer Support Manager to lead our support operations across multiple markets in the fast-paced and competitive iGaming industry in Malta. The ideal candidate will be responsible for setting the strategic direction of our customer service function while ensuring a world-class player experience across all channels. This role is ideal for someone with a strong operational mindset, excellent leadership skills, and a passion for driving excellence in a data-driven environment. If you feel you have the necessary skills, please apply today for this Malta based role.
MAIN DUTIES AND RESPONSIBITLIES
- Define and execute the customer support strategy aligned with business goals and player expectations.
- Lead, inspire, and scale a high-performing, multilingual support team (in-house and/or outsourced).
- Develop and refine processes, SLAs, and support workflows across live chat, email, and social channels.
- Optimize support hours, shifts, and coverage based on peak traffic times and customer needs.
- Drive a player-first culture by continuously improving service quality, resolution times, and CSAT/NPS scores.
- Act as the voice of the customer internally, collaborating with product, payments, risk, and marketing teams.
- Identify and implement the right tools to support scalable, efficient customer operations.
- Monitor key metrics, generate actionable insights, and present regular performance reports to leadership.
CANDIDATE PROFILE
- Proven experience (5+ years) in a senior customer support or operations leadership role, preferably within iGaming or a similar high-volume digital environment.
- Deep understanding of player behavior and support expectations.
- Strong leadership, coaching, and conflict resolution skills.
- Tech-savvy and comfortable evaluating support tools and workflows.
- Excellent communication skills, with fluency in English (additional languages are a plus).
- Experience managing distributed or outsourced teams is highly desirable.
- Experience with B2C platforms.
- Understanding of fraud, KYC, and payment processes.
- Knowledge of customer journey mapping and service design.
COMPANY BENEFITS
- Opportunity to work with a innovative and well-established gaming company
- Competitive salary package and performance-based incentives
- Comprehensive benefits including health insurance and retirement plans
- Supportive and collaborative work environment
- Opportunities for career progression and professional development
- Work in the vibrant location of Malta with its rich culture and lifestyle
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.
