Customer Experience Team Leader

Kwiff is looking for a Customer Experience Team Leader based in Malta to join our Operations Team. 

We are seeking an experienced professional with a strong background in the i-gaming industry, customer experience, and team management. The role involves leading a team of agents to deliver exceptional customer service while driving performance and fostering a positive work environment.

• Train and onboard new agents
• Update and refine procedures
• Team management: Lead, inspire, and support the customer experience team, fostering a positive work culture and encouraging collaboration and growth.
• Rota and holiday management: Create and manage team schedules, ensuring adequate coverage to meet customer needs while accommodating holiday requests.
• Performance monitoring: Analyse and track team performance against key performance indicators (KPIs), identifying areas for improvement and implementing strategies to enhance results.
• Customer complaint handling: Take ownership of escalated complaints, resolving them promptly and professionally while identifying patterns or issues to prevent recurrence

• Customer Support and Customer Satisfaction skills
• Analytical Skills and Communication abilities
• Technical Support expertise
• Experience in leading a team or managing projects
• Excellent problem-solving and decision-making skills
• Ability to prioritize and multitask in a fast-paced environment
• Knowledge of Zendesk and customer support tools is a must
• Previous experience in the betting or gaming industry is a must

• Free Lunch delivered 5 days a week to the office
• Quarterly team events to keep you entertained
• An office full of dogs
• 500 euro yearly well-being allowance (upon passing probation)
• Quarterly company performance-based bonus (upon passing probation)
• Quarterly team performance-based bonus scheme (upon passing probation)
• About kwiff