CS Manager – Head of Customer Support

This is a fully remote position, open to applicants in Malta.

📋 Description

• Oversee outsourced support operations (7 agents, available 24/7): focusing on quality, key performance indicators, training, and development.

• Develop and sustain documentation, policies, and processes.

• Provide support for two distinct brands.

• Work in partnership with CRM, VIP, and Fraud teams.

• Manage customer service tools and execute operational tasks.

⛳️ Requirements

• Experience in the iGaming industry is essential.

• Proven track record in managing support teams (either in-house or outsourced).

• Ability to create processes from the ground up — no pre-existing policies are available.

• Proficiency in English at a C1 level or higher (the entire team communicates in English).

• Prepared to thrive in a startup atmosphere: embracing high autonomy and accountability without direct supervision.

🏝️ Benefits

• Fully remote work arrangement.

• B2B contract with payments made in EUR.

• Attractive compensation package — details to be discussed during the interview.