Head of Customer Support – Nordics
3 days ago
Description
Position at LeoVegas Group
ABOUT THE ROLE The Head of CS – Nordics leads first-line customer support teams across Sweden, Denmark, Finland, ensuring multilingual service delivery that meets both global standards and local regulatory demands. This role acts as the primary bridge to the Nordics commercial cluster, representing the voice of the customer and ensuring insights translate into tangible actions. The position balances operational leadership, regulatory compliance, and commercial partnership to deliver an outstanding customer experience.
YOU WILL BE RESPONSIBLE FOR:
Drive Operational Excellence. Monitor KPIs such as FCR, response times, and CSAT across Nordic teams and implement improvements to reduce escalations, optimize workflows, and ensure compliance with Swedish and Danish regulatory requirements.
Act as Commercial Cluster Partner. Serve as the main Customer Support contact for the Nordics commercial cluster. Provide insights on player behaviour, recurring issues, and customer sentiment, and attend cluster meetings and follow through on action points that impact local customer experience.
Champion the Voice of the Customer. Translate Nordic customer insights into actionable feedback for Product, Marketing, and Compliance, and highlight trends in responsible gaming and payments, both key focus areas in the region.
Enable Team Leadership. Lead and coach Nordic Team Leaders, ensuring frontline agents are empowered and engaged, and develop a performance culture that balances efficiency, empathy, and adherence to market-specific regulations.
Collaborate Across Functions. Align Nordic operations with central teams (Tier 2, QA, Training, WFM, AI & Systems), and ensure effective escalations and feedback loops into global processes.
Leverage Data & Insights. Partner with the Insights and Analytics team to monitor Nordic trends, and share findings with commercial and operational leadership to inform regional strategy. OUR SUCCESSFUL CANDIDATE WILL HAVE:
Essential skills: Minimum 5 years' iGaming industry experience, preferably in Operations, with strong knowledge of Nordic regulatory frameworks.
Minimum 2 years of previous experience in a leadership role.
Proven ability to lead multilingual first-line CS teams across multiple jurisdictions.
Native, fluent level of Swedish language.Demonstrated success in influencing commercial strategies through customer insights.
Skilled in balancing regulatory compliance (e.g., Sweden/Denmark) with customer satisfaction.
Excellent senior stakeholder management and communication skills.
WHO ARE WE? At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We're a team of over 1800 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 16 offices world-wide BENEFITS Competitive salary based on your experience.Well-being allowance to support your active lifestyle.Work from anywhere in the world for up to 4 weeks per yearPrivate health insurance to keep our Team Leo healthy and happy.Personal development plan to help you reach your goals and ambitions.Employee assistance program to help and guide you in challenging moments.Roaring discounts all over Malta island for you to explore.Team activities and events to have some well deserved break and a bit of funIf you are not based in Malta we will also provide you with a relocation package, which includes 3-week accommodation and flight JOIN US In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don't wait around for things to happen, we pounce and make it happen If you think you would be a good fit for the Leo pride - give us a roar **As our company working language is English we'd like to see your CV in English please**
-
Head of Customer Support – ROW
3 days ago
Sliema, Tas-Sliema, Malta LeoVegas Group Full time €90,000 - €120,000 per yearDescription Position at LeoVegas Group ABOUT THE ROLE The Head of CS – ROW is responsible for leading diverse, multilingual customer support teams serving markets across multiple regions. This role requires agility in managing varying customer expectations and regulatory requirements while ensuring consistent service delivery. As the key CS partner to the...
-
Head of Customer Support – Spain
3 days ago
Sliema, Tas-Sliema, Malta LeoVegas Group Full time €60,000 - €120,000 per yearDescription Position at LeoVegas Group ABOUT THE ROLE The Head of CS – Spain & Italy oversees multilingual support teams delivering service tailored to two of Europe's most complex regulated markets. This role is responsible for balancing strict regulatory requirements (ADM in Italy, Royal Decree in Spain) with localised, customer-centric service. As the...
-
Customer Experience Advisor
17 hours ago
Sliema, Tas-Sliema, Malta LeoVegas Group Full time €30,000 - €50,000 per yearDescription Position at LeoVegas GroupABOUT THE ROLE Are you dedicated, passionate, and customer-focused? Do you thrive in dynamic environments where no two days are the same? LeoVegas is on the hunt for enthusiastic individuals to become the welcoming face and voice whilst providing exceptional service to our valued customers.As a Customer Experience...
-
Key Account Manager
3 days ago
Sliema, Tas-Sliema, Malta LeoVegas Group Full time €40,000 - €80,000 per yearDescription Position at LeoVegas GroupABOUT THE ROLE:As a Key Account Manager, you will play a vital role in our Nordic team, fostering lasting relationships with our most valuable customers. Your mission is to enhance loyalty, ensure customer well-being, and deliver an exceptional player experience that supports our commitment to responsible gaming and...
-
Customer Support Consultant
3 days ago
Sliema, Tas-Sliema, Malta SupportYourApp Full time $30,000 - $60,000 per yearPassionate about the world of tech? What if you had a chance to be a part of the world's leading SaaS, Software, or Hardware solutions? Join our team as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals...
-
Head of Growth
2 weeks ago
Sliema, Tas-Sliema, Malta Odds Scanner Group Full time €60,000 - €95,000 per yearYour missionWe are looking for a Head of Growth to lead our full growth strategy - connecting marketing, data, and product into one unified performance engine.This is not a traditional marketing role. We need someone who thinks in systems, works with data, and acts with creativity. Someone who understands that channels are just the means - the goal is...
-
Customer Support Agent
3 days ago
Sliema, Tas-Sliema, Malta JobMatchingPartner Full time €26,000 - €28,000This is a great opportunity for a Swedish-speaking professional with 12+ months' experience in iGaming support (casino) and KYC, who enjoys handling a variety of tasks and learning new skills. As a Customer Support Agent for the Swedish Market, you will be the first point of contact for players, assisting with daily queries.The role offers a salary of...
-
Head of Retention Product
3 days ago
Sliema, Tas-Sliema, Malta LeoVegas Group Full time €80,000 - €120,000 per yearDescription Position at LeoVegas Group ABOUT THE ROLE As the Head of Retention Product for CRM, Bonus, and Loyalty, you will lead the vision, strategy, and execution of our CRM platform across all markets. Your mission is to ensure that our tools deliver top-tier customer engagement, personalization, and retention — aligned with both commercial goals and...
-
German Customer Support Officers
7 days ago
Sliema, Tas-Sliema, Malta Alpha Talent Solutions Full time €25,000 - €35,000 per yearWe are looking for German Support and sales Officers to join a growing team in Malta. This role will be on a Monday to Friday basis and its purpose is to support clients with existing products, whilst establishing needs to support the clients' as the company keeps growing.TasksProvide professional customer service for inquiries about company products and...
-
Voice of the Customer
7 days ago
Sliema, Tas-Sliema, Malta LeoVegas Group Full time €60,000 - €120,000 per yearDescription Position at LeoVegas Group ABOUT THE ROLE The VoC Manager is the central voice of customer sentiment in the organisation. By consolidating insights from surveys, support interactions, complaints, and product usage, this role ensures that customer perspectives actively inform decision-making. The VoC Manager collaborates across clusters and...
