Customer Service Team Lead (Swedish or Norwegian)

Pentasia View all jobs

  • Saint Julian's, Malta Island
  • €40,000 per year
  • Permanent
  • Full-time
  • 1 month ago
Customer Service Team Lead (Swedish or Norwegian )Salary: UP TO €40K DOE + Bonus + BenefitsLocation: Hybrid in MaltaWe're supporting a well-established, fast-growing iGaming operator in Malta in their search for a motivated Customer Service Team Lead (Swedish or Norwegian Speaking) to guide, develop and inspire a high-performing CS team.Key Responsibilities:
  • Build and hire a proactive, high-quality team with strong performance standards
  • Coach, mentor, and upskill team members to drive continuous improvement
  • Conduct regular quality reviews and 1:1 development meetings
  • Collaborate closely with wider CS teams to ensure optimal scheduling and coverage
  • Analyse and report on team performance daily, weekly and monthly
  • Plan engaging team activities and events to maintain motivation
  • Ensure strict adherence to AML, Fraud, Compliance and Responsible Gaming procedures
  • Manage resources assertively to maintain efficiency and high service standards
  • Uphold brand values and ensure all customer interactions reflect company culture
  • Provide clear expectations, structured feedback and ongoing support
  • Develop individual performance plans with measurable goals
What We're Looking For:
  • A natural leader with exceptional communication and interpersonal skills
  • Strong background in Customer Experience, including email and live-chat support
  • Solid understanding of sports betting, casino and the broader iGaming environment
  • Experience or knowledge in payment processes is an advantage
  • A proactive, solutions-focused team player who is seen as a “go-to” person
  • High attention to detail, strong work ethic and confidence in sharing ideas
  • Flexibility to work in a shift-based rotational environment
  • Native-level Swedish or Norwegian

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