Customer Service Ambassador Team Lead in Is-Swieqi, Malta, Malta

With a rapidly-growing team of Ambassadors, handling 24/7 support in multiple languages, we are constantly looking for new ways of developing the team and further elevating the player experience. This might be where you come in.

We are now looking for a Customer Service Ambassador Team Lead to drive and develop Casumo’s Ambassador Team, drawing from your myriad of experiences in the field and inspiring vision for capturing the hearts of players through stellar service.

What you will do

• Promote a player first approach, safeguarding that the players’ experience and best interest is at the core of all we do.
• Making use of reporting and data to translate our player communications into actions and improvements.
• Foster a collaborative, transparent, engaged and proactive environment.
• Stay on top of customer services performance metrics and make them transparent and relevant to the team; continuously identify and reward high performance and achievements, as well as identifying training needs and support team trainers to introduce and improve training programs and procedures.
• Feedback sessions; frequent 1:1 meetings & performance evaluation.
• Work closely with our People Operations team in order to maintain a happy and healthy team, as well as support in Ambassador recruitment.
• Handle player cases and complaints escalated by the team, in collaboration with relevant people in the organisation.
• Ensure that procedures put in place to handle our communications in a way that is compliant with regulatory and licensing conditions are being followed.
• Suggest and organise team building activities.
• Scheduling and workforce planning.

You are

• Player-minded: You naturally put yourself in the place of the player, understanding the experience from their point of view and feeding ideas to product to provide better experiences.
• Hands-on: you are a person who is willing to roll up your sleeves and help on the front lines when the going gets tough, or grab a few chats to set an example for how we serve our players.
• Experienced: you have previous experience in a leadership role within a support team at an online casino, or similar.
• A people person: you enjoy building strong, enduring relationships and nurturing tight-knit teams.
• Emotionally intelligent brilliant: you have a natural sense of empathy and desire to keep both the players and your team happy.
• A communicator: you’re a clear, eloquent communicator who can get your point across, while staying relatable.
• Driven by vision: you've seen how various companies deal with customer support and customer care – you've seen the good, you've seen the bad, you've seen the ugly. But out of all that, you have developed an inspired vision of how you'd build a support organisation that can challenge the industry.
• A confident problem solver: you provide transparency when troubleshooting or resolving issues and create a solutions-orientated environment.
• Culturally aware: you take great pride in your understanding and appreciation of cultural nuances and can work effectively alongside colleagues from all over the globe.
• A number cruncher: you turn to data to guide the team and make decisions on everything from resource needs to team performance, but you also understand the value of trusting your gut.
• Bilingual: you speak German AND/OR Finnish on a native level and you are also fluent in English.

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