German Customer Support Team Leader

14 hours ago

Sliema, Tas-Sliema, Malta Alpha Talent Solutions Full time €40,000 - €80,000 per year

Our client is currently looking for an experienced Team Leader to lead their German and Austrian Team, managing a team of over 30 skilled agents.

This is an excellent opportunity for a hands-on leader with strong people management skills and experience in Customer Support or Call Centre environments within Finance, iGaming, or Payments.

You will play a key role in driving team performance, supporting daily operations, and ensuring an exceptional standard of customer experience across all touchpoint

Tasks
  • Lead, inspire, and develop a team of 30+ agents to consistently achieve performance and quality targets.
  • Oversee day-to-day operations, including resource planning, scheduling, and workload management.
  • Provide ongoing coaching, feedback, and one-to-one performance reviews to support team growth and engagement.
  • Ensure all customer interactions adhere to company standards, policies, and compliance requirements.
  • Manage and resolve escalated cases with professionalism and empathy.
  • Collaborate with other departments to resolve complex issues and improve service processes.
  • Monitor and analyse key performance indicators (KPIs) to evaluate team results and identify areas for improvement.
  • Prepare and present detailed performance reports and insights to senior management.
  • Recommend and implement process improvements to boost efficiency, productivity, and customer satisfaction.
  • Foster a positive, performance-driven team culture based on accountability, transparency, and continuous development.
Requirements
  • Proven experience leading teams of 20+ employees in Customer Support or Call Centre environments, ideally within Finance, iGaming, Payments, or other regulated industries.
  • Strong understanding of collections processes and customer experience best practices.
  • Excellent communication skills in both German and English.
  • Demonstrated ability to motivate, coach, and develop individuals to reach their full potential.
  • Confident working with CRM systems, reporting tools, and MS Office applications.
  • Strong analytical and problem-solving mindset with the ability to make data-driven decisions.
  • Relocation package of up to 1,000 available for candidates moving from abroad.
Benefits
  • Health Insurance
  • Paid Voluntary Overtime
  • Monday to Friday - no weekends
  • 10% annual performance bonus
  • Salary increase after successful probation
  • Relocation package of up to 1000 Eur

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