Customer Experience Team Leader - Night shift

ComeOn Group in short

Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations.  

 Location: Malta + Hybrid

We are looking for a visionary leader with a strategic business mindset to join us as our Night Shift

Customer Experience Team Leader. Are you a self-starter constantly looking for new ways and ideas how to improve Customer Experience? Are you analytical, have an eye for detail & great communication skills? If you're also a night owl, team player, intuitive, and resourceful, ready to come up with new ways of ensuring excellent customer service, we are looking for you!

Join us as our new Night Shift Customer Experience Team Leader and take our Customer Experience to the next level by leading and supporting a team of our talented customer experience agents!

Is this you? If yes, read on!

Responsibilities:

• Hire staff with the aim of establishing a proactive team functioning with high standards
• Coach and develop staff on their work for continuous improvement of individual and team results
• Review quality and efficiency of your staff and arrange regular personal development meetings
• Work closely with other teams in CX to coordinate schedules and ensure the best cover 
• Report and analyse team performance on daily, weekly and monthly basis
• Plan and organise motivational activities
• Ensure AML, Fraud, compliance and responsible gaming procedures are adhered to by everyone
• Assertively manage the team, ensuring effective use of resource
• Ensure all activities are carried out with an on-brand approach and to a high standard, whilst maintaining the company standards and culture 
• Ensure team members understand how to meet performance expectations and provide ongoing support
• Develop short and long term improvement plans for individuals with clearly defined measures of success
• Support our night shift agents with the general workload

 About you:

• You're a born leader with excellent communication and interpersonal skills and a strong ability to motivate others
• You come with extensive knowledge about Customer Experience and how to connect with customers via both email and live chat as well as a good understanding of sports betting, casino and the iGaming industry overall
• Experience and knowledge in Payments tasks is also favourable
• You are a 'go-to' person with a proactive and positive attitude
• You bring with you a strong background working in the customer experience field with a strong work ethic and a great attention to detail
• You're not afraid to share your ideas and suggestions and are flexible to work on a shift basis.
• You have a strong command of the English Language. Additional command of languages such as Swedish, Norwegian, Dutch, Danish, German or Finnish are seen as a plus.

Development & Growth:

At ComeOn Group, we are committed to your continuous growth. With the ComeOn Academy Programme, you will have the opportunity to expand your knowledge in key areas such as escalations, fraud, compliance, commercial, and product. This programme is designed to foster your career development, providing you with the tools and insights needed to grow into a more versatile, well-rounded professional. We prioritise investing in your potential, helping you thrive in your current role while opening doors to more opportunities within ComeOn Group.

So what can you expect from ComeOn as a place of work?

• A competitive remuneration package inc. a company bonus scheme! 💰
• Fantastic quarterly team events and weekly company events 😎
• A one-time bonus to help you set up a comfortable workstation at home (we’re truly Hybrid!)
• On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere 🌎
• Wellbeing allowance (Claimable after probation)
• A comprehensive, International Private Health Insurance
• Breakfast at the office on Tuesdays
• Lunch at the office on Mondays and Wednesdays

At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for their inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a run together spirit and we always make sure to top it up by having fun! You will not regret picking ComeOn as your next place of work. 

 At ComeOn Group we value diversity and we take concrete action to ensure fairness in our recruitment process. We are committed to assess candidates on their merit without discriminating against any applicant for whatever reason that is protected by law. We truly value you, as you are. 

 Want to know more about us just visit our website www.comeon-group.com or any of our social media channels to take a deep dive into our culture!

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