Customer Support Team Leader

Who are we?

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

We are seeking an experienced Customer Support Team Leader to oversee and support our Customer Support team. In this role, you will provide leadership, coaching, and operational management to ensure the highest standards of service delivery. You will act as the primary escalation point for complex issues, drive team performance, and collaborate closely with internal stakeholders to maintain smooth operations. 

This is a role for a strong communicator and proven leader with a deep understanding of the iGaming landscape and customer service best practices. 

Key Responsibilities:

• Oversee the day-to-day performance, workflow, and wellbeing of the Customer Support team. 

• Provide ongoing coaching, mentoring, and feedback to agents and senior agents. 

• Act as the primary escalation point for sensitive or complex customer and operational issues. 

• Ensure adequate shift coverage, monitor chat/email queues, and maintain service-level targets. 

• Manage scheduling tasks including reporting absences, lateness, and operational blockers. 

• Create team schedules and support workforce planning. 

• Monitor key KPIs (quality, productivity, attendance, communication) and prepare performance reports for management. 

• Conduct monthly 1:1 meetings with team members. 

• Support recruitment, onboarding, and continuous training in collaboration with relevant departments. 

• Lead by example with professionalism, clarity, and strong problem-solving skills. 

Requirements:

• Strong leadership experience or proven leadership potential within customer support or operations. 

• Solid background in the iGaming industry, including casinos, sportsbook, and responsible gaming procedures. 

• Understanding of online casino workflows, KPIs, and operational processes. 

• Prior experience coordinating or supervising a team. 

• Excellent communication skills with the ability to motivate and guide others. 

• Strong problem-solving ability and sound decision-making skills. 

• Proficiency in Zendesk (user level required). 

• Fluency in English; proficiency in German or Spanish is a strong advantage. 

• Knowledge of gaming licences is highly beneficial. 

Nice to Have 

• Knowledge of UKGC licensing and regulatory requirements. 

• Experience managing multi-brand and/or multilingual teams. 

• Familiarity with workforce management practices. 

• Strong analytical skills and experience working with KPI dashboards or reporting tools. 

What we Offer:

• Attractive remuneration package
• Health Insurance
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Dog friendly workplace
• Exciting Company Events
• Monthly beer Fridays
• Eur1,000 refer a friend bonus
• Relocation Package, if required

You should not apply if ...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can`t handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.