Oversee the day-to-day performance, workflow, and wellbeing of the Customer Support team.
Provide ongoing coaching, mentoring, and feedback to agents and senior agents.
Act as the primary escalation point for sensitive or complex customer and operational issues.
Ensure adequate shift coverage, monitor chat/email queues, and maintain service-level targets.
Manage scheduling tasks including reporting absences, lateness, and operational blockers.
Create team schedules and support workforce planning.
Monitor key KPIs (quality, productivity, attendance, communication) and prepare performance reports for management.
Conduct monthly 1:1 meetings with team members.
Support recruitment, onboarding, and continuous training in collaboration with relevant departments.
Lead by example with professionalism, clarity, and strong problem-solving skills.

Native German speaking is a must.
Fluency in the English language is required.
Strong leadership experience or proven leadership potential within customer support or operations.
Solid background in the iGaming industry, including casinos, sportsbook, and responsible gaming procedures.
Understanding of online casino workflows, KPIs, and operational processes.
Prior experience coordinating or supervising a team.
Excellent communication skills with the ability to motivate and guide others.
Strong problem-solving ability and sound decision-making skills.
Proficiency in Zendesk (user level required).
Knowledge of gaming licences is highly beneficial.
Nice to Have Knowledge of UKGC licensing and regulatory requirements.
Experience managing multi-brand and/or multilingual teams.
Familiarity with workforce management practices.
Strong analytical skills and experience working with KPI dashboards or reporting tools.

Customer Support Team Leader, German Speaking

Key skills