Customer Support Team Leader

Job Description

Join IZIGROUP and play a key role in shaping the customer experience across our online brands, including izibet.com, lottery.mt, dragonara.com, and more. As Customer Support Team Leader, you’ll lead and inspire a dynamic team, ensuring every customer interaction is handled with professionalism and care. You’ll oversee training and development, manage escalations, and work closely with other departments to resolve issues quickly and effectively.

Responsibilities:

• Lead and inspire a team of customer support representatives, fostering a positive and collaborative work environment.
• Monitor the quality of customer interactions, ensuring that all inquiries are handled with professionalism, accuracy, and efficiency.
• Handle live chat queries and tickets ensuring fast, friendly, and effective customer support.
• Develop and implement training programs to enhance the skills and knowledge of the customer support team, keeping them informed about company policies, products, and industry updates.
• Track individual and team performance metrics, providing feedback and coaching to drive continuous improvement.
• Serve as an escalation point for complex customer issues, working closely with other departments to resolve issues promptly and ensure customer satisfaction.
• Identify opportunities to streamline customer support processes, implementing changes to optimize efficiency and enhance the overall customer experience.
• Generate reports on customer support performance, analyzing data to identify trends, patterns, and areas for improvement.
• Provide guidance and support to the customer support team in handling payment-related inquiries and issues, including deposits, withdrawals, and transaction verification.
• Oversee the implementation of KYC procedures within the customer support workflow, ensuring compliance with regulatory requirements and company policies.
• Handle investigations and provide defense against chargebacks and high-risk players.
• Conduct comprehensive customer due diligence and promptly report any suspicious behavior or transactions related to Anti-Money Laundering (AML) procedures.

Requirements:

• A minimum of 3 years of experience in a customer support role within the iGaming industry, with previous leadership or supervisory experience preferred.
• Excellent verbal and written communication skills, with the ability to interact professionally and effectively with customers and team members.
• Strong analytical and problem-solving abilities, with a focus on finding innovative solutions to customer issues.
• Proven leadership skills, with the ability to motivate and inspire a team to achieve goals and targets.
• A solid understanding of the iGaming industry, including familiarity with casino games, sports betting, and relevant regulations.
• Willingness to work flexible hours in shifts, Monday to Sunday, to meet the demands of a customer support operation.
• Proficiency in using customer support software, ticketing systems, and other relevant tools to manage inquiries and track team performance.
• Familiarity with EveryMatrix and PaymentIQ will be considered an advantage.

Email: [email protected]
Helpline: (+356) 2600 7000