Team Lead (Dutch, Relocation to Malta) - Pentasia

Customer Support Team Leader (Night Shift, Dutch)

• Hybrid in Malta (Relocation package provided)
• Salary: €35-40k (DOE) + Night shift allowance + Bonus
• Great benefits with an opportunity to work with a mature and well-known brand

An established online gaming business is looking to hire a Customer Support Team Leader to oversee evening operations and lead a team of customer support professionals.

This is a hands-on leadership role focused on team performance, service delivery, and ensuring a consistently high-quality customer experience across multiple support channels.

Responsibilities

• Lead, coach, and develop a team of Customer Experience Agents.
• Monitor service levels, response times, and customer satisfaction metrics.
• Manage workload distribution across customer support channels.
• Act as an escalation point for complex customer issues.
• Drive operational improvements and support a high-performing team culture.
• Ensure compliance with internal procedures and industry requirements.
• Support recruitment, onboarding, and ongoing team development.

Requirements

• Previous experience leading customer service or customer operations teams in iGaming
• Strong people management and communication skills.
• Ability to work effectively in a fast-paced environment and make independent decisions.
• Experience in monitoring KPIs and driving operational performance.
• Knowledge of online gaming, betting, payments, or other high-volume customer-facing environments is advantageous.
• Fluent English communication skills, and native level Dutch

What's on Offer

• Private health and well-being benefits.
• Professional development opportunities.
• International, collaborative working environment.