Assistant CS Manager

Job Title: Assistant Customer Support Manager
Location: Malta (Hybrid - 3 days per week in office)
Schedule: Monday to Friday office hours
Reporting to CS Operations Manager 

The Role
We are seeking an Assistant Customer Support Manager to join our growing team. You will play a vital leadership role in managing and developing a team of Shift Leaders. You will be responsible for overseeing the day-to-day operations, maintaining high-quality service standards, and supporting the Customer Support Operations Manager in executing departmental strategies. This is a hands-on leadership role, ideal for someone with strong operational oversight, people management skills, and experience in dynamic, multi-brand environments. You'll have the opportunity to work on exciting projects, collaborate with top talent worldwide, and make a real impact in the industry.

Key Responsibilities

1. Team Leadership & Management

• Lead and support a team of Shift Leaders, ensuring effective coverage, leadership, and consistency across shifts and both brands.
• Provide ongoing coaching, feedback, and development planning for Shift Leaders to help elevate team performance.
• Ensure smooth shift handovers and a clear communication flow between all levels of the support team.
• Act as a point of contact for escalations that require high-level attention or coordination across departments.
  

2. Operational Oversight

• Monitor and maintain performance across brands, ensuring support KPIs (response times, resolution rates, QA scores, CSAT) are met.
• Work closely with QA and Training to spot trends and support continuous learning and improvement.
• Coordinate daily operations across time zones and shifts, ensuring consistent service quality for all customer segments.
• Step in to assist with real-time operations when necessary (e.g., unexpected volume spikes, coverage gaps).
  

3. Cross-Departmental Collaboration

• Support the Customer Support Operations Manager in delivering strategic and operational initiatives.
• Work with departments such as Fraud, VIP, Payments, and Product to streamline workflows and resolve escalations.
• Ensure alignment between brand-specific procedures and overall company standards.
  

4. Reporting & Communication

• Prepare or review operational reports, summarizing performance and recommending action points.
• Ensure clear communication of updates, SOP changes, and expectations to the Shift Leaders and support agents.
• Represent the CS department in internal meetings when delegated by the Operations Manager 

• Lead or contribute to key projects such as tool implementation, process optimization, or campaign support.
• Promote a culture of excellence, accountability, and continuous improvement.
• Ensure SOPs are consistently applied and updated as needed across both brands.

What You Bring

• Proven experience in a customer support leadership role, preferably in the online casino or iGaming sector.
• Strong track record of managing or mentoring Shift Leaders or team supervisors.
• Excellent verbal and written communication skills in English.
• Solid understanding of support KPIs, quality assurance, and real-time operations.
• Strong problem-solving and organizational skills; able to manage multiple priorities.
• Comfortable using support tools, CRM systems, dashboards, and collaboration platforms.
• Brings a strong sense of responsibility, a solid work ethic, and genuine empathy when leading and supporting others.
• A great sense of humor is highly valued – we believe leadership can be both effective and fun.
• Familiarity with handling Oceania-based customers is considered a strong plus.

Why Join Us?

• The chance to make a tangible impact in a rapidly growing, global company.
• A culture that rewards ambition, innovation, and collaboration.
• Comprehensive benefits package for Malta-based employees, including:
  • Private health insurance, wellness allowance, and communication allowance.
  • Healthy lunch on Wednesdays, Social Fridays, and Summer & Christmas events.
  • Employee discounts in restaurants and businesses.
  • Extended second-parent leave policy.
  • Private parking space.