Customer Service Team Leader

WE ARE BETCLIC

Betclic, European leader in sports betting, is much more than just an online gaming site Also offering Poker, Horse Racing, and Casino games across various countries and continents, it is an inspiring and forward-thinking company: every day brings new challenges in a modern and dynamic environment. As an influential player in the tech industry, with strong and sustained growth over the years, we believe in innovation through diversity and inclusion and encourage everyone to reach their full potential. With our multicultural team, we provide an optimal, safe and responsible gaming experience, powered by cutting-edge technology.

WHY JOIN US?

At Betclic, success comes from passionate and committed teams. Here's why you'll love working with us:

An international and creative environment where every project is an opportunity to innovate

Hypergrowth that brings new challenges and development opportunities every day

A healthy work-life balance: flexible remote work and workplace well-being are essential pillars for us

A unique and friendly atmosphere, with 1,300 employees across 5 countries and our headquarters in Bordeaux

Are you passionate about sports and tech? Join us and help shape the future of online gaming

To learn more about our work environment and events, check our Instagram page:

ENTER THE GAME

As a Customer Service Team Leader, you will join the Customer Support Operations team and report directly to the Customer Service Operations Manager. In this role, you will supervise, manage and motivate the Portuguese team of Customer Service Agents whilst ensuring the achievement of key objectives to drive customer service within the specified team.

YOUR ROLE WITHIN BETCLIC
In this role, your main missions will be:

• Leading the Portuguese team in day-to-day activities and ensuring team KPI's & targets are exceeded and a high quality of service is given to customers and internal departments.

• Ensuring that all company, departmental and individual objectives are clearly identified and communicated.

• Managing team productivity and general productivity adherence / driving the development of team members to maximise performance.

• Assessing performance and providing constructive feedback to develop, and liaising closely with the Training and Quality team regarding team training needs.

• Manage all personnel issues in conjunction with company policy.

• Liaising with other departments that have a direct impact on the customer journey (IT/WFP/Marketing etc).

• Providing status updates/reports to senior management (both scheduled and ad-hoc).

• Support Customer Service agents with internal escalation procedures.

WHO ARE WE LOOKING FOR?

We are looking for passionate and curious professionals who bring kindness and a touch of enthusiasm

This job is for you if you have:

• Experience in the iGaming Industry, especially in Customer Service.

• Excellent level of spoken and written English.

• Native Portuguese speaker.

• Experience using Microsoft Office.

• Excellent organisation and time management skills.

• Experience in mentoring and coaching.

• Team player who can keep confidential information.

WHAT CAN YOU EXPECT FROM THIS RECRUITMENT?  

If your application is shortlisted, you will meet with the relevant hiring managers and an HR representative throughout the recruitment process. 

You may also be asked to complete technical assessments and a psychometric test, depending on the role.

The recruitment process typically takes between 3 to 6 weeks, ensuring a smooth and engaging experience for you.

WHAT CAN YOU EXPECT?

Travel & Leisure benefit up to €600 per year

Fitness benefit up to €30 per month

Meal allowance

Private health insurance after 6 months of employment

Private pension scheme after 6 months of employment

Relocation package

Hybrid work arrangement from Malta

Possibility to work remotely from home country for a few weeks per year

Constant focus on skills development with a personalised annual training program

Career development in an international environment

Indefinite contract, available immediately in Sliema, Malta

Betclic Group - Tagliaferro Business Centre, Level 3, Gaiety Lane, Sliema SLM1551, Malta