Head of Customer Support - ROW (Rest of World)

LeoVegas

  • Sliema, Malta Island
  • Permanent
  • Full-time
  • 2 days ago
DescriptionPosition at LeoVegas GroupABOUT THE ROLEThe Head of CS - ROW is responsible for leading diverse, multilingual customer support teams serving markets across multiple regions. This role requires agility in managing varying customer expectations and regulatory requirements while ensuring consistent service delivery. As the key CS partner to the ROW commercial cluster, this role is central to ensuring customer insights drive strategy in high-growth and emerging markets.YOU WILL BE RESPONSIBLE FOR:
  • Lead First-Line Support Delivery. Manage diverse, multilingual teams supporting ROW markets, and ensure consistent first-line performance across multiple jurisdictions with varying cultural and regulatory contexts.
  • Drive Operational Excellence. Monitor KPIs such as SLA adherence, multilingual response quality, and CSAT across ROW markets, and standardise processes while allowing for local adaptations where required.
  • Act as Commercial Cluster Partner. Serve as the primary CS contact for the ROW cluster. Provide actionable customer insights to commercial teams, highlighting opportunities and challenges across emerging markets, and attend cluster meetings and deliver on agreed APs.
  • Champion the Voice of the Customer. Aggregate and communicate feedback across ROW markets to identify global and regional trends, and ensure insights are channelled into Product, Marketing, and Strategy discussions.
  • Enable Team Leadership. Lead and mentor Team Leaders across ROW operations, and ensure agents are culturally competent, well-trained, and adaptable to market-specific nuances.
  • Collaborate Across Functions. Work with central support functions to ensure scalability and consistency in ROW operations, and support localisation needs in training and QA to meet diverse market demands.
  • Leverage Data & Insights. Partner with Analytics to provide visibility into customer behaviour, pain points, and service outcomes across ROW, and translate findings into actions that strengthen customer experience globally.
OUR SUCCESSFUL CANDIDATE WILL HAVE:
Essential skills:
  • Minimum 5 years' iGaming industry experience, preferably in Operations, with exposure to multiple regulated and emerging markets.
  • Minimum 2 years of previous experience in a leadership role.
  • Proven ability to manage large, multilingual CS teams across diverse geographies.
  • Skilled in adapting global frameworks to local needs while maintaining consistency.
  • Strong experience shaping commercial strategies in high-growth markets through customer insights.
  • Excellent ability to lead diverse teams and manage cultural complexity.
WHO ARE WE?At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We're a team of over 1800 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 16 offices world-wide.BENEFITS
  • Competitive salary based on your experience.
  • Well-being allowance to support your active lifestyle.
  • Work from anywhere in the world for up to 4 weeks per year
  • Private health insurance to keep our Team Leo healthy and happy.
  • Personal development plan to help you reach your goals and ambitions.
  • Employee assistance program to help and guide you in challenging moments.
  • Roaring discounts all over Malta island for you to explore.
  • Team activities and events to have some well deserved break and a bit of fun!
  • If you are not based in Malta we will also provide you with a relocation package, which includes 3-week accommodation and flight!
JOIN US!In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don't wait around for things to happen, we pounce and make it happen!If you think you would be a good fit for the Leo pride - give us a roar!**As our company working language is English we'd like to see your CV in English please**

LeoVegas