We are seeking a highly motivated and experienced Customer Support Team Lead to inspire, guide, and develop our customer support agents.
In this dynamic role, you will be responsible for ensuring our players receive exceptional service, driving continuous improvement within the team, and fostering a positive and productive work environment.
This is an exciting opportunity for someone who thrives on empowering others and making a tangible impact on customer satisfaction.
Schedule: This role operates on a Monday - Friday schedule with a rotating shift pattern: one week will be a day shift, and the following week will be an afternoon shift. We value flexibility and trust our Team Leads to manage their team's coverage effectively within these parameters.
About Play North
We are a diverse and fast-growing online casino operator active in regulated markets with offices based in Malta, Estonia and The Netherlands. You can now join our dynamic, capable and enthusiastic team.
We are the people behind the global casino brands Pikakasino.com and Kansino.nl. We are licensed and regulated by the Malta Gaming Authority and Kansspelautoriteit in The Netherlands.
Due to the continued growth and success of our brands, we are now searching for more A-class talents to join our mission to build the next iGaming giant. Do you want to be part of creating responsible, safe and most of all fun iGaming experiences for our customers?
Responsibilities:
Team Leadership & Performance Management:
- Lead, mentor, and motivate a team of customer support agents to achieve and exceed key performance indicators (KPIs).
- Conduct regular 1-on-1 performance reviews and coaching sessions with agents to provide constructive feedback, identify areas for development, and celebrate successes.
- Monitor agent performance against established KPIs such as:
-
-
- First Contact Resolution (FCR)
- Average Handling Time (AHT)
- Customer Satisfaction (CSAT) scores
- Service Level Agreement (SLA) adherence
- Quality Assurance (QA) scores
- Response and Resolution Times
Operational Excellence:
- Oversee and optimize the customer registration flow, identifying and addressing any friction points to ensure a seamless experience for players.
- Effectively manage player complaints, including escalated issues, and guide agents in processing refunds according to company policy.
- Ensure the customer support knowledge base is comprehensive, accurate, and regularly updated to empower agents with the most current information.
Training & Development:
- Develop and deliver comprehensive training programs for new customer support agents, ensuring a smooth and effective onboarding experience.
- Provide ongoing training and development opportunities for the existing team to enhance their skills and knowledge.
Interdepartmental Collaboration:
- Act as a key liaison between the Customer Support team and other departments (e.g., Product, Tech, Marketing) to communicate CS procedures, provide insights, and align on company-wide initiatives.
- Collaborate on identifying trends in customer feedback to inform product improvements and policy adjustments.
Team Management & Administration:
- Handle sick leave calls from agents, managing shift adjustments and ensuring adequate coverage to maintain service levels.
- Proactively manage the onboarding process for new customer support agents, from initial orientation to full integration into the team.
- Facilitate team meetings to discuss performance, share updates, and foster team cohesion.
Requirements:
- Proven experience in a customer support role.
- Demonstrated ability to motivate and lead a team to achieve performance targets.
- Strong understanding of customer service best practices and metrics (KPIs).
- Excellent communication and coaching skills.
- Ability to handle challenging customer interactions with empathy and professionalism.
- Proficiency in using CRM software and other customer support tools.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team in a fast-paced environment.
- Flexibility to work rotating day and afternoon shifts.
- Fluent in Dutch and English is required.
What we offer:
- A hybrid working model.
- Competitive salary based on experience and qualifications.
- Brand new offices.
- Private parking.
- Private Health insurance.
- Wellness allowance up to €600 per year.
- Employee assistance program with Richmond Foundation.
- Birthday wishes with something special.
- Office lunches and daily nibbles such as fresh fruit and healthy snacks.
- Meal allowance.
- Lots of great company discounts.
"By submitting your application, you understand that your personal data will be processed as set out in our Privacy Policy, which can be accessed by clicking here. Where you have not granted consent to retain your data in our talent pool, we will, in cases where the recruitment process did not lead to employment with Play North, retain your personal data for a period not exceeding six months in order to, among other things, enable us to manage potential disputes or store data about your talents for near future opportunities. Once this retention period has elapsed, your data will be deleted. You have a right to object to this additional 6 months-period of processing by explaining the reasons why we should not process your personal data to our Data Protection Officer at DPO@playnorth.com".