Team Lead Customer Service (m/f/x)

We are Tipico, Germany's leading sports betting provider and one of the most dynamic tech companies in the industry. We approach every challenge like a Championship match, with a mission to excite the arena and elevate the betting experience for every customer. Our culture is energetic and ambitious—we play as a team to win high, leave an impact, and commit to excellence. Fueled by our passion for the perfect product, we use the newest tech stack to get better every single day.

At Tipico, we believe in owning our game. Are you ready to step onto the pitch, bring your best self, and become a champion? Then show us your game face – because we’re looking for a Team Lead Customer Service (m/f/x) to join the team!

Job Description

Your daily pitch

Do you have experience managing and mentoring a team? Do you have work experience within the iGaming industry? Do you maintain a high standard of performance from your team, while encouraging and acknowledging their contributions to the department’s success?

Your playing field

• Together we achieve the best results, therefore you will work hand in hand with the Head of Department to carry out the department's strategy, while ensuring operational alignment between functions.
• In order to always deliver the best product, you will ensure that relevant reporting is in place for any anomalies or technical improvements.
• We are just as strong as our team. You will supervise your team and ensure that team productivity is well managed, whilst at the same time ensuring high levels of motivation.
• You will ensure that SLAs are met and that customer requests are handled with a high level of service, including meeting and exceeding CSAT and First Reply targets.
• We work as #oneteam. You will collaborate with other stakeholders, to ensure processes are up-to-date, and that team members are being effectively trained and developed.
• You will help the team to grow as you participate in the recruitment process for Agents and find the right members for our team.

Qualifications

Which skills you should bring to the pitch

• Experience. You have a minimum of 3 years of experience in a similar leadership role within the iGaming industry.
• Skills. You have experience in developing, managing and inspiring colleagues and teams in a fast paced and customer-focused environment. Your analytical mindset and ability to interpret data enables you to drive performance.
• Languages. You have an excellent command in spoken and written English. Considering that we are the number #1 sports betting company in Germany, proficiency in German is desirable.
• Customer-oriented. You have strong customer service knowledge and competence. You are energized by interacting with and helping people, especially our customers, and you do it in line with our customer-oriented philosophy.
• Communicative. You have excellent communication skills, both written and verbal, and strong influencing and problem-solving skills with good attention to detail.
• Excellent organizational skills. You have great time-management skills and are able to work under pressure against tight and changing deadlines.
• Team player. You have a positive attitude, you encourage a collaborative, professional and inclusive culture and have the ability to motivate your colleagues.

Functional / Technical Competence

• Proficiency in using customer service platforms and reporting tools (e.g. Excel, PowerPoint)
• Knowledge of Salesforce and Jira is desirable
• Strong understanding of KPIs, SLAs, and operational workflows
• Familiarity with automation tools and AI-driven systems used in customer operations is a strong plus

Additional Information

This is how we score with you

• Established International Group. We have a solid foundation on which to grow.
• Personal and Professional Growth. We offer you opportunities to develop and grow to unlock your potential.
• Relocation Support. To make your move to Malta as smooth as possible.
• Competitive Package. We care for our employees, offering an indefinite contract, competitive salary, insurances (private health, dental, private accident, sickness and life) and free parking.
• On-site childcare. We’ve got a game plan to support you and your 3+ year old kids.
• Sports Incentive. We want you to remain active and will subsidise a gym membership of your choice.
• Modern offices. Our very own Tipico tower provides an open plan space with the latest technology.
• Events. Sponsored Charity and Team gatherings, we like to have fun together as one team and reinforce our connections.
• Supportive Environment. We believe in collaboration and working together as a team but we also give importance to the uniqueness of each and every one of us.

Think a career at Tipico’s right for you?

Apply now and join our winning team! If you have any questions or comments about this role, our TA team is happy to help you! Feel free to reach out to us on our social media channels

We look forward to your application