Customer Support Team Leader (German Speaking)

Multilingual International Recruitment Ltd•Town of Malta, NY

1d•€33,000

About The Position

We’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.

Requirements

Native German speaker (essential) with fluent English
Strong leadership experience — or clear leadership potential — within Customer Support or Operations
Solid iGaming background (casino, sportsbook, responsible gaming procedures)
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 Haves

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

Responsibilities

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