Customer Support Team Leader (German Speaking)
Multilingual International Recruitment LtdAbout the role
**Customer Support Team Leader (German Speaking)**
**Malta**
**€33,000 + Fantastic performance bonus + Relocation ++ Fantastic career!**
Our client is your trusted iGaming growth partner.
We empower operators to thrive in one of the most dynamic and fast-paced industries in the world. With years of expertise, cutting-edge technology, and a passion for delivering exceptional player experiences, we help brands level up and stay ahead of the game.
From Gaming Services, Casino & Sportsbook Marketing, and Operations (CS, RPF, KYC) to VIP Management, Acquisition, Social Media, Product, Legal & Compliance — we bring it all together under one powerhouse team.
**The Opportunity**
We’re on the lookout for a dynamic and experienced **Customer Support Team Leader (German Speaking)** to lead, inspire, and elevate our Customer Support team.
This is more than just a supervisory role — it’s your chance to shape performance, develop talent, and drive service excellence in a fast-moving iGaming environment.
You’ll be the go-to escalation point for complex matters, a mentor to your team, and a key operational partner to internal stakeholders. If you’re a confident communicator, a natural leader, and passionate about delivering world-class player experiences — we want to hear from you.
Tasks
- Leading the day-to-day performance, workflow, and wellbeing of the Customer Support team
- Coaching, mentoring, and developing agents and senior agents
- Acting as the main escalation point for complex or sensitive issues
- Monitoring queues, shift coverage, and service-level targets
- Managing schedules, reporting absences, and resolving operational blockers
- Driving workforce planning and creating team schedules
- Tracking KPIs (quality, productivity, attendance, communication) and reporting to management
- Conducting monthly 1:1s and performance reviews
- Supporting recruitment, onboarding, and ongoing training
- Leading by example with professionalism, clarity, and strong decision-making
Requirements
- Native German speaker (essential) with fluent English
- Strong leadership experience — or clear leadership potential — within Customer Support or Operations
- Solid iGaming background (casino, sportsbook, responsible gaming procedures)
- Understanding of online casino workflows, KPIs, and operational processes
- Experience supervising or coordinating a team
- Excellent communication and motivational skills
- Strong analytical thinking and problem-solving ability
- Zendesk user-level proficiency (required)
- Knowledge of gaming licences (advantageous)
**Nice to Have**
- Experience with UKGC licensing and regulatory requirements
- Background managing multi-brand and/or multilingual teams
- Workforce management knowledge
- Experience using KPI dashboards and reporting tools
Benefits
We believe great talent deserves great rewards:
- Attractive remuneration package
- Relocation Package
- Monthly Bonus
- Health Insurance
- Wellness benefit (after probation)
- Optician/Spectacle & Blue Light Lens benefit (after probation)
- Breakfast & lunch provided all week
- Monthly snacks allowance
- Ongoing training & development support
- Modern office facilities
- Dog-friendly workplace 🐾
- Exciting company events
- Monthly Beer Fridays
- €1,000 Refer-a-Friend bonus
- Relocation package (if required)
- An extra day off for your birthday 🎉
Ready to take the lead and make an impact in a thriving iGaming environment?
Join us and be part of something exciting
3 Stage interview process
**Customer Support Team Leader (German Speaking)**
**Malta**
**€33,000 + Fantastic performance bonus + Relocation ++ Fantastic career!**
Our client is your trusted iGaming growth partner.
We empower operators to thrive in one of the most dynamic and fast-paced industries in the world. With years of expertise, cutting-edge technology, and a passion for delivering exceptional player experiences, we help brands level up and stay ahead of the game.
From Gaming Services, Casino & Sportsbook Marketing, and Operations (CS, RPF, KYC) to VIP Management, Acquisition, Social Media, Product, Legal & Compliance — we bring it all together under one powerhouse team.
**The Opportunity**
We’re on the lookout for a dynamic and experienced **Customer Support Team Leader (German Speaking)** to lead, inspire, and elevate our Customer Support team.
This is more than just a supervisory role — it’s your chance to shape performance, develop talent, and drive service excellence in a fast-moving iGaming environment.
You’ll be the go-to escalation point for complex matters, a mentor to your team, and a key operational partner to internal stakeholders. If you’re a confident communicator, a natural leader, and passionate about delivering world-class player experiences — we want to hear from you.
Tasks
- Leading the day-to-day performance, workflow, and wellbeing of the Customer Support team
- Coaching, mentoring, and developing agents and senior agents
- Acting as the main escalation point for complex or sensitive issues
- Monitoring queues, shift coverage, and service-level targets
- Managing schedules, reporting absences, and resolving operational blockers
- Driving workforce planning and creating team schedules
- Tracking KPIs (quality, productivity, attendance, communication) and reporting to management
- Conducting monthly 1:1s and performance reviews
- Supporting recruitment, onboarding, and ongoing training
- Leading by example with professionalism, clarity, and strong decision-making
Requirements
- Native German speaker (essential) with fluent English
- Strong leadership experience — or clear leadership potential — within Customer Support or Operations
- Solid iGaming background (casino, sportsbook, responsible gaming procedures)
- Understanding of online casino workflows, KPIs, and operational processes
- Experience supervising or coordinating a team
- Excellent communication and motivational skills
- Strong analytical thinking and problem-solving ability
- Zendesk user-level proficiency (required)
- Knowledge of gaming licences (advantageous)
**Nice to Have**
- Experience with UKGC licensing and regulatory requirements
- Background managing multi-brand and/or multilingual teams
- Workforce management knowledge
- Experience using KPI dashboards and reporting tools
Benefits
We believe great talent deserves great rewards:
- Attractive remuneration package
- Relocation Package
- Monthly Bonus
- Health Insurance
- Wellness benefit (after probation)
- Optician/Spectacle & Blue Light Lens benefit (after probation)
- Breakfast & lunch provided all week
- Monthly snacks allowance
- Ongoing training & development support
- Modern office facilities
- Dog-friendly workplace 🐾
- Exciting company events
- Monthly Beer Fridays
- €1,000 Refer-a-Friend bonus
- Relocation package (if required)
- An extra day off for your birthday 🎉
Ready to take the lead and make an impact in a thriving iGaming environment?
Join us and be part of something exciting
3 Stage interview process
About the company
Multilingual International Recruitment Ltd
Multi-lingual International Recruitment Ltd specialise in the Recruitment of Multilingual Permanent and Contract Call Centre/Customer Services/IT Helpdesk/Marketing Staff across multiple industry sectors on an European/International basis. With over 28 years combined recruitment experience and specialists including Recruiting for the Online Gaming Industry, We offer a unique “Complete Recruitment Solution Service” for both our Clients and Candidates alike ensuring the future business growth of our Clients is supported efficiently, effectively AND professionally with minimum interruption to their business. Due to fostering excellent working relationships, Multi-lingual International Recruitment Ltd constantly acquires repeat business and referrals making us one of the UK and Europe’s favourite Multilingual Recruitment Consultancies!
Perks & benefits
- Medical Insurance
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