CS Manager

• Direct collaboration with C-level leadership.
• Competitive salary and performance bonus.

About the Company
Our client is a high-growth iGaming operator known for delivering excellent player experiences across international markets. With a focus on responsible, innovative, and seamless gameplay, the company is expanding its operational leadership team and is now seeking an experienced Customer Support Manager.

Role Overview The Customer Support Manager will oversee the performance, quality, and daily operations of the customer support function across four key markets: Finland, Germany, Canada, and New Zealand. Leading a small support team and working directly with the COO, you will ensure top-tier service delivery, compliance with market regulations, and continuous improvement of support processes.
This role requires a strong operational mindset, people leadership experience, and a deep understanding of iGaming customer support environments.

Key Responsibilities Team Leadership & Performance

• Lead, mentor, and develop two direct reports, fostering a high-performance customer support culture.
• Oversee scheduling, workload management, and resource planning for multilingual support covering the target markets.
• Conduct regular coaching, performance reviews, and training sessions.

Customer Support Operations

• Manage day-to-day support operations to ensure timely, accurate, and empathetic handling of player issues.
• Oversee support channels including live chat, email, and ticketing systems.
• Ensure service-level agreements (SLAs), KPIs, and quality standards are consistently met.

Market-Specific Support & Compliance

• Tailor support procedures to suit the needs and regulatory expectations of Finland, Germany, Canada, and New Zealand.
• Collaborate with Compliance, Responsible Gaming, Fraud, and Payments teams to ensure safe and compliant player journeys.
• Stay updated with market changes that impact player support.

Process Improvement & Quality Assurance

• Identify inefficiencies and implement improvements to workflows, tools, and automation.
• Work with Product and Tech teams to report bugs, suggest enhancements, and optimize the player experience.
• Monitor CS quality metrics and execute quality assurance plans.

Stakeholder Management

• Act as the main point of contact between the customer support function and senior leadership.
• Provide regular updates, insights, and performance reports directly to the COO.
• Collaborate cross-functionally with CRM, Marketing, Operations, and Responsible Gaming teams.

Requirements Experience & Skills

• 3–5 years’ experience in Customer Support management within the iGaming industry.
• Proven experience leading teams and driving performance.
• Familiarity with at least two of the following markets (all advantageous): Finland, Germany, Canada, New Zealand.
• Strong understanding of iGaming tools: CRM, ticketing systems, fraud/RG workflows, and payment operations.
• Excellent problem-solving, communication, and organisational skills.
• Analytical mindset with experience managing SLAs and KPIs.

Additional Requirements

• Located in Malta or willing to relocate.
• Ability to work hybrid and on-site as required.
• Fluent in English; additional language skills (Finnish, German) are a plus.

What’s in It for You

• Competitive salary and performance bonus.
• Direct collaboration with C-level leadership.
• A growing, modern operator with international reach.
• Hybrid work model and a dynamic office environment in Malta.