Customer Support Shift Lead (Dutch Speaking, Malta Based - Remote/Hybrid)
Smart Gaming BV
Malta Island
Permanent
Full-time
1 month ago
Welcome to Betnation!Betnation.nl is more than an online casino. We are a community where excitement, fun and integrity come together. Since our launch in October 2022, we have grown into one of the highest rated online casinos in the Netherlands, offering nearly 3,000 games and a comprehensive sportsbook. Our core values are professionalism, transparency, honesty and authenticity, and we promote safe and responsible gaming every day. “A winner knows when to stop.” “Be smart. Play responsibly.”About the roleAs a Customer Support Shift Lead, you act as a working link between the Customer Support Agents and the Customer Support Manager. During your shifts, you are responsible for overseeing the daily operation, supporting colleagues and ensuring high standards of service, quality and compliance. You also play an active role in Quality Assurance by reviewing player interactions and providing constructive feedback to the team.What you will do- Support and guide Customer Support Agents during your shifts- Act as the first point of contact for operational questions and challenges- Lead by example in communication, service quality and compliance- Handle complex player cases and escalations when required- Perform Quality Assurance checks and provide clear and constructive feedback- Monitor processes related to KYC, Responsible Gaming and AML- Identify improvement opportunities and discuss them with the Customer Support ManagerWhat you bring- Experience in Customer Support, preferably within online gaming or iGaming- You are a natural role model with a professional communication style- Strong focus on quality, consistency and attention to detail- Ability to set priorities and maintain overview during busy shifts- Affinity with coaching, Quality Assurance and process improvement- Native level Dutch, both written and spoken- Good command of English- Dutch nationality is required- Living in Malta or willing to work from MaltaWhat we offer- A junior leadership role with clear growth opportunities- Flexible and (partly) remote work, with Malta as your base- Training and coaching in Quality Assurance, leadership and people management- A dynamic working environment within a driven, international and ambitious teamWhy work at BetnationAt Betnation, you have the opportunity to make a real impact on both the player experience and the development of the Customer Support team. As a Customer Support Shift Lead, you contribute directly to service quality, team culture and compliance with our responsible gaming standards, while working in an international and ambitious iGaming environment.