Customer Support Team Leader (German Speaking)Malta€33,000 + Fantastic performance bonus + Relocation ++ Fantastic career!Our client is your trusted iGaming growth partner.We empower operators to thrive in one of the most dynamic and fast-paced industries in the world. With years of expertise, cutting-edge technology, and a passion for delivering exceptional player experiences, we help brands level up and stay ahead of the game.From Gaming Services, Casino & Sportsbook Marketing, and Operations (CS, RPF, KYC) to VIP Management, Acquisition, Social Media, Product, Legal & Compliance — we bring it all together under one powerhouse team.The OpportunityWe’re on the lookout for a dynamic and experienced Customer Support Team Leader (German Speaking) to lead, inspire, and elevate our Customer Support team.This is more than just a supervisory role — it’s your chance to shape performance, develop talent, and drive service excellence in a fast-moving iGaming environment.You’ll be the go-to escalation point for complex matters, a mentor to your team, and a key operational partner to internal stakeholders. If you’re a confident communicator, a natural leader, and passionate about delivering world-class player experiences — we want to hear from you.Tasks
Leading the day-to-day performance, workflow, and wellbeing of the Customer Support team
Coaching, mentoring, and developing agents and senior agents
Acting as the main escalation point for complex or sensitive issues
Monitoring queues, shift coverage, and service-level targets
Managing schedules, reporting absences, and resolving operational blockers
Driving workforce planning and creating team schedules
Tracking KPIs (quality, productivity, attendance, communication) and reporting to management
Conducting monthly 1:1s and performance reviews
Supporting recruitment, onboarding, and ongoing training
Leading by example with professionalism, clarity, and strong decision-making
Requirements
Native German speaker (essential) with fluent English
Strong leadership experience — or clear leadership potential — within Customer Support or Operations
Understanding of online casino workflows, KPIs, and operational processes
Experience supervising or coordinating a team
Excellent communication and motivational skills
Strong analytical thinking and problem-solving ability
Zendesk user-level proficiency (required)
Knowledge of gaming licences (advantageous)
Nice to Have
Experience with UKGC licensing and regulatory requirements
Background managing multi-brand and/or multilingual teams
Workforce management knowledge
Experience using KPI dashboards and reporting tools
BenefitsWe believe great talent deserves great rewards:
Attractive remuneration package
Relocation Package
Monthly Bonus
Health Insurance
Wellness benefit (after probation)
Optician/Spectacle & Blue Light Lens benefit (after probation)
Breakfast & lunch provided all week
Monthly snacks allowance
Ongoing training & development support
Modern office facilities
Dog-friendly workplace 🐾
Exciting company events
Monthly Beer Fridays
€1,000 Refer-a-Friend bonus
Relocation package (if required)
An extra day off for your birthday 🎉
Ready to take the lead and make an impact in a thriving iGaming environment?Join us and be part of something exciting3 Stage interview processMultilingual International Recruitment LtdMulti-lingual International Recruitment Ltd specialise in the Recruitment of Multilingual Permanent and Contract Call Centre/Customer Services/IT Helpdesk/Marketing Staff across multiple industry sectors on an European/International basis. With over 28 years combined recruitment experience and specialists including Recruiting for the Online Gaming Industry, We offer a unique “Complete Recruitment Solution Service” for both our Clients and Candidates alike ensuring the future business growth of our Clients is supported efficiently, effectively AND professionally with minimum interruption to their business.Due to fostering excellent working relationships, Multi-lingual International Recruitment Ltd constantly acquires repeat business and referrals making us one of the UK and Europe’s favourite Multilingual Recruitment Consultancies!
