Customer Support Manager - Malta
Job ID: 6411
Job Type:
Any Region

  • Responsibility of the operational running of the CS Department
  • Train, mentor and coach team members to help them achieve the best possible results
  • Responsibility for ensuring continuously improvement of the support department KPI’s at all times.
  • To help maintain customer satisfaction at all times through quality customer service
  • Identify potential high value players and report them to the Head of Retention/VIP Ac Manager
  • Full management of the staffing requirements needed for the department
  • To ensure all translation requirements are allocated and completed in order to meet the business demand
  • To ensure smooth running of the support department out of hours and be available to the team as needed
  • Managing and leading all aspects of  the customer support department on a day to day basis
  • Being responsible out of hours for ensuring that all department functions still run as normal
  • To reduce resolution times of customer service enquiries in order to consistently improve the quality of support the business offers
  • To deliver daily, weekly and monthly reports of the departments performance to senior management
  • Conducting all support staff monthly reviews and appraisals and providing feedback of agent performance to senior management
  • Maintenance of all support systems and access rights to new or existing staff there of
  • Full responsibility of the support team rota to ensure that shift are always adequately covered to meet business requirements
  • Handling of escalated customer complaints in a professional manner in accordance with business guidelines and policies
  • To pre-empt player wants and needs and provide procedural suggestions to other members of the management team.
  • To understand our customers and establish a firm grasp of our player needs and trends, then make suggestions on how to improve our efforts using the tools at our disposal.
  • To monitor and track our Potential VIP players and handle them accordingly with a view to progressing them into full VIP status by ensuring they receive appropriate treatment at an early stage.
  • To action generated segment leads to the Customer Service team from Marketing teams to increase revenue generation from standard player base
  • To be aware of our central marketing calendar at all times in order to keep track of promotions across all channels in order to answer customer queries effectively.
  • To be the figure head of the business in dealing with all of our non-VIP players.
  • To handle the administrative duties of the support department in relation to but not limited to; hiring new team members, disciplinary action, ongoing support
  • To be fully responsible for training and personal development of new and existing customer support staff
  • Responsibility for escalating critical technical or VIP issues to Senior Management the instant they arise both inside and outside of working hours.
  • To be responsible for implementing new process changes instructed from Senior Management to aid the business growth.

  • Experience of managing customer support teams and/or all centres handling enquiries via telephone, live chat or email.
  • The ability to be seen as a leader to the customer support agents with good interpersonal skills
  • Fluent in English written and spoken essential
  • Presentable and approachable mindset
  • Customer orientated with problem solving abilities
  • Online gaming industry experience is mandatory
To apply please send your updated CV to