Customer Support Supervisor

Job Type:
Customer Support
Salary Description:
Competitive Salary Offered
Job Ref:

An online casino and sportsbook operator are looking to hire a Customer Support Supervisor to join their Malta team. This role is responsible for the oversight and management of the customer service agents ensuring that they understand the company mission to provide all customers with a five-star experience by providing personalized and gracious service. This role coaches staff in professional development and provides leadership to the team. The ideal candidate is a driven, passionate individual who enjoys coaching and mentoring team member and can multi-task, prioritize and manage time efficiently.

• Develop positive relationships with our support team, providing training, coaching and daily support
• Coach staff to be intuitive, engaging and passionate, and eagerly deliver service above and beyond the customer’s expectations
• Monitor potential issues and improve the customer experience
• Provide surveys to wider management on a weekly basis
• Identify and report on improvement areas for Customer Experience within the business
• Develop plans to exceed service level expectations
• Monitor the quality of your team’s activity across all platforms: live chat, phone, and email
• Manage all Customer Support team activities and planning
• You may be required to become licensed through applicable gaming commissions
• Other job duties as assigned

• High School diploma required
• Minimum three (3) years within a call center, customer support, guest experience role
• Computer literate with Microsoft Office products (Outlook, Word, Excel, and PowerPoint)
• Excellent communications and interpersonal skills to deal effectively with all business contacts
• Excellent professionalism and ability to maintain strict confidentiality or company and guest information
• Good judgement and the ability to handle stressful situations
• Ability to effectively communicate in English, in both oral and written forms
• Flexible and willing to work varying shifts including weekends and weeknights
• Previous experience working with ticketing processor systems preferred
• Previous manager or supervisor experience preferred
• Previous experience within the online gaming industry and/or sports betting knowledge preferred
• Obtainment of Gaming license(s) in specific jurisdictions may be applicable

Please contact Carla at for more information.

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: Carla

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