Lead, coach, and develop the Customer Support team through regular feedback, mentoring, and performance management.
Conduct structured one-to-one meetings and quality assurance reviews.
Identify training needs and support ongoing employee development.
Drive employee engagement initiatives, including team-building activities, incentives, and recognition programs.
Support recruitment, onboarding, and integration of new team members.
Monitor daily, weekly, and monthly team performance against key service and operational KPIs.
Ensure service quality, productivity, and customer satisfaction targets are consistently achieved.
Analyze performance data and implement action plans to drive continuous improvement.
Take ownership of KPI reporting and operational performance tracking.
Manage team schedules, shift planning, vacation allocation, and workforce optimization.
Coordinate payroll-related processes, including overtime, night shifts, public holidays, and KPI-related adjustments.
Ensure accurate and timely administrative reporting.
Partner with the Head of Customer Support to identify and implement process improvements.
Maintain and improve operational documentation and knowledge resources.
Collaborate with cross-functional teams including VIP, Responsible Gaming, Risk, Payments, and Recruitment.
Communicate updates, feedback, and operational changes effectively across the department.

Previous experience leading or supervising a Customer Support team.
Strong performance management experience, including coaching, QA reviews, and employee development.
Excellent communication and interpersonal skills.
Experience with workforce management, scheduling, and operational planning.
Strong understanding of Responsible Gaming (RG) and Anti-Money Laundering (AML) requirements.
Experience with customer support platforms including live chat, email, and back-office systems.
Ability to make informed decisions in a fast-paced environment.
Fluent English and at least one Nordic language.

24/7 gym access, sauna & ice bath.
Health insurance
Commute allowance100 EUR added to salary monthly to cover the cost of commuting to the office
Socially responsible environment by dedicating time off to volunteer

Customer Support Team Leader

Key skills