Customer Support Team Leader - Dutch
ABOUT THE ROLE
Join our team as Customer Support Team Leader, where you will play a pivotal role in shaping the customer experience. In this position, you will lead a dynamic team dedicated to providing exceptional support, ensuring operational efficiency, and maintaining high satisfaction levels among our clients. This role is suited for a proactive leader with a strategic mindset, tasked with overseeing daily operations, managing team schedules, and facilitating cross-departmental collaboration.
YOU WILL BE RESPONSIBLE FOR:
Regularly reviewing team members' performance to ensure high standards.
Participating in the hiring process to select and onboard new team members.
Creating and managing team schedules, considering operational hours, holidays, and leaves.
Analyzing daily operations through reports and statistics to enhance team efficiency.
Collaborating with Marketing, Country Managers, and other departments to support local promotions and customer engagement initiatives.
Ensuring prompt and effective resolution of customer inquiries and issues to maintain client satisfaction.
Implementing processes and procedures to optimize resource utilization and workflow.
Fostering a positive and productive work environment while focusing on meeting daily KPIs.
Leading projects with a data-driven approach to improve team performance and outcomes.
OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:
Deep operational knowledge of online casino/sportsbook verticals, Safer Gambling (RG) protocols, and AML/KYC requirements across regulated markets.
Knowledge of multi-channel ticketing/CRM tools (e.g. Zendesk), workforce management (WFM) basics, and data dashboards (Tableau).
Strong foundation in leadership, coaching, QA monitoring, performance management, and conflict resolution.
2–4 years experience in iGaming customer support. Having worked in a senior/lead capacity is considered as an asset.
Fluent / native Dutch required.
WHO WE ARE
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 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 18 offices worldwide.
BENEFITS
Hybrid work policy
4 weeks of Workation (T&C apply)
Well-being allowance to support your active lifestyle
Private health insurance
Discounts across a range of retailers, gyms, bars & restaurants
We offer an employee assistance program that can provide help and guidance during challenging moments.
JOIN US!
In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!
Would you 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
Skills
As published by ashby · 11 questions · 1 written answer
Basics
Name, Email, Resume, Location
Short answers (3)
- What is your expected salary range for this position? Please include the minimum and maximum amount, the currency, and whether this is annual gross base salary.
- What is your notice period?
- Is there anything else you'd like us to know about you and/or your application? optional
Pick from a list (7)
- Are you over the age of 18?
- Have you ever been convicted of a criminal offence, entered a guilty or no contest plea, or do you currently have any criminal charges pending against you?
- Do you hold any customer accounts with LeoVegas and/or any of our associated brands?
- This role follows a hybrid working model, requiring attendance in the office three days per week. Are you comfortable with this working arrangement?
- Have you previously worked at LeoVegas?
- Please review the LeoVegasgroup.com Privacy Policy: https://leovegasgroup.com/privacy-policy/recruitment-privacy-notice/
- LeoVegas would like to retain your details in our talent pool for up to three years so we can consider you for future roles that match your experience and profile. By selecting “Yes”, you consent to LeoVegas processing your personal data for this purpose. You may withdraw your consent at any time.
Written answers (1)
- If you answered yes to the above question, please enter the registered email address linked to the account(s) optional