Customer Support Lead

📍 Malta | Hybrid / Remote
🇳🇱 Dutch Speaking
⏰ Full Time
📂 Customer Support / Operations
📈 Intermediate Level

About the Company

Our client is a fast-growing online gaming operator delivering a high-quality and responsible player experience across casino and sportsbook products.

Operating within a regulated market, the company combines innovation, customer experience, and responsible gaming to create a trusted and engaging entertainment platform.

With ambitious growth plans and an international team, the business offers a dynamic environment focused on collaboration, professionalism, and continuous improvement.

About the Role

We are looking for a Customer Support Shift Lead to support the daily operations of the Customer Support team while helping maintain high standards across service quality, compliance, and player experience.

In this role, you will act as the link between Customer Support Agents and the Customer Support Manager, providing operational guidance during shifts, handling escalations, and supporting Quality Assurance processes.

This is an excellent opportunity for someone looking to step into a leadership-focused role within a growing iGaming environment.

Key Responsibilities

• Support and guide Customer Support Agents during daily operations
• Act as the first point of contact for operational questions and escalations
• Lead by example across communication, service quality, and compliance
• Handle complex player cases when required
• Perform Quality Assurance reviews and provide constructive feedback
• Monitor processes relating to KYC, AML, and Responsible Gaming
• Identify operational improvement opportunities and support process optimisation

What We’re Looking For

• Previous experience within Customer Support, ideally in iGaming or online gaming
• Strong communication and problem-solving skills
• A professional and service-driven mindset
• Experience or interest in coaching, QA, and team support
• Ability to remain organised and effective during busy shifts
• Native-level Dutch and strong English communication skills
• Dutch nationality required
• Based in Malta or open to relocating

What’s on Offer

• A leadership-focused position with strong development opportunities
• Hybrid and flexible working environment
• Ongoing training across QA, leadership, and people management
• International and ambitious team culture
• Opportunity to grow within a scaling iGaming business

Why Apply?

This role offers the chance to make a real impact on both player experience and team performance within a growing online gaming business.

You’ll work closely with leadership while developing operational, coaching, and Quality Assurance experience in a fast-paced international environment.