Customer Support Team Leader

Multiple Group - Who are we?

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

As a Customer Support Team Leader, you will guide and support a team of Customer Support Agents, ensuring that all customer interactions reflect the quality and values of The Multiple. You will play a pivotal role in maintaining service excellence, coaching your team, and acting as the bridge between frontline agents and management. Your leadership will be key in ensuring that daily operations run smoothly, KPIs are met, and continuous improvement is driven across the department.

Key Responsibilities:

• Lead, coach, and motivate a team of Customer Support Agents to deliver exceptional service quality and operational excellence.
• Act as the first point of escalation for complex customer issues, ensuring swift and effective resolution in
  line with company guidelines.
• Monitor team performance, ensuring that SLAs and quality standards are consistently achieved.
• Conduct regular coaching sessions, performance reviews, and feedback discussions with agents.
• Foster a positive, proactive, and high-performing team culture.
• Collaborate with internal teams such as Fraud, Compliance, and Payments to ensure smooth communication and resolution of customer cases.
• Identify process gaps and suggest improvements to enhance team efficiency and customer experience.
• Support recruitment, onboarding, and training of new team members.
• Promote and embody the values, vision, and products of The Multiple.

Requirements:

• 2+ years of experience in Customer Support within the iGaming industry, with at
  least 1 year in a leadership or mentoring role.
• Fluency in English (both written and spoken).
• Proven ability to manage team performance, motivate individuals, and drive
  
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to work collaboratively across multiple teams and brands.
• Flexible, adaptable, and able to thrive in a fast-paced, 24/7 operational environment.
• Proficiency in additional languages.

Nice to Have:

• Strong UKGC knowledge and experience working within regulated environments.
• Experience using Zendesk or other customer support platforms.
• Experience in multi-brand and multilingual environments.
• Previous exposure to training, quality, or escalation management responsibilities.

What we Offer:

• Attractive remuneration package;
• Wellness benefit (after probation);
• Optician/Spectacle and Blue Lens Benefit (after probation);
• Health Insurance;
• Breakfast/lunch all week;
• Monthly snacks allowance;
• Training support;
• Modern office facilities;
• Dog-friendly workplace;
  
• Exciting Company Events;
• Monthly beer Fridays;
• €1,000 refer a friend bonus;
  
• Relocation package (if required).
  

You should not apply if...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can`t handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.