Head of Customer Support - Nordics

LeoVegas

  • Sliema, Malta Island
  • Permanent
  • Full-time
  • 1 day ago
DescriptionPosition at LeoVegas GroupABOUT THE ROLEThe Head of CS - Nordics leads first-line customer support teams across Sweden, Denmark, Finland, ensuring multilingual service delivery that meets both global standards and local regulatory demands. This role acts as the primary bridge to the Nordics commercial cluster, representing the voice of the customer and ensuring insights translate into tangible actions. The position balances operational leadership, regulatory compliance, and commercial partnership to deliver an outstanding customer experience.YOU WILL BE RESPONSIBLE FOR:
  • Lead First-Line Support Delivery. Oversee Customer Support teams across Sweden, Denmark, Finland, and Norway, and ensure multilingual first-line delivery is consistent, high-quality, and fully aligned with Nordic regulatory frameworks and customer expectations.
  • Drive Operational Excellence. Monitor KPIs such as FCR, response times, and CSAT across Nordic teams and implement improvements to reduce escalations, optimize workflows, and ensure compliance with Swedish and Danish regulatory requirements.
  • Act as Commercial Cluster Partner. Serve as the main Customer Support contact for the Nordics commercial cluster. Provide insights on player behaviour, recurring issues, and customer sentiment, and attend cluster meetings and follow through on action points that impact local customer experience.
  • Champion the Voice of the Customer. Translate Nordic customer insights into actionable feedback for Product, Marketing, and Compliance, and highlight trends in responsible gaming and payments, both key focus areas in the region.
  • Enable Team Leadership. Lead and coach Nordic Team Leaders, ensuring frontline agents are empowered and engaged, and develop a performance culture that balances efficiency, empathy, and adherence to market-specific regulations.
  • Collaborate Across Functions. Align Nordic operations with central teams (Tier 2, QA, Training, WFM, AI & Systems), and ensure effective escalations and feedback loops into global processes.
  • Leverage Data & Insights. Partner with the Insights and Analytics team to monitor Nordic trends, and share findings with commercial and operational leadership to inform regional strategy.
OUR SUCCESSFUL CANDIDATE WILL HAVE:
Essential skills:
  • Minimum 5 years' iGaming industry experience, preferably in Operations, with strong knowledge of Nordic regulatory frameworks.
  • Minimum 2 years of previous experience in a leadership role.
  • Proven ability to lead multilingual first-line CS teams across multiple jurisdictions.
  • Demonstrated success in influencing commercial strategies through customer insights.
  • Skilled in balancing regulatory compliance (e.g., Sweden/Denmark) with customer satisfaction.
  • Excellent senior stakeholder management and communication skills.
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