Head of Customer Support

Traffic LabelSt Julian

1 day ago

Job type

Full-time

Quick Apply

Job description

Job Title : Head of Customer Support

Location : Malta (Hybrid / On-site)

Department : Customer Support

Reports To : Head of OperationsOverview

Traffic Label is establishing a new Malta office and seeking a dynamic Head of Customer Support to drive excellence across our customer service operations. This leadership role will design and deliver an industry-leading support experience for both customers and internal teams, with a strong focus on continuous improvement, innovation, and collaboration.

Key Responsibilities

Customer Support Strategy

Build and implement a best-in-class customer support strategy aligned to company mission, brand, and regulatory needs.
Set and monitor KPIs for quality, responsiveness, resolution times, and customer satisfaction.
Ensure service delivery meets or exceeds industry standards for iGaming, eCommerce, and affiliate marketing.

Team Management & Leadership

Lead, coach, and inspire multilingual support teams, fostering a culture of ownership and empowerment.

Oversee recruitment, onboarding, performance management, and professional development.

Champion knowledge-sharing and cross-training to boost team agility and effectiveness.

Operational Excellence

Manage daily operations for all customer channels : live chat, email, phone, and social media.

Develop policies and procedures for complaint management, escalations, and vulnerable customer care.

Own vendor and technology relationships, including CRM platforms and automation tools.

Customer Insights & Continuous Improvement

Develop mechanisms for measuring customer satisfaction, turn feedback into actionable insights.

Collaborate with Product and Marketing to improve user journeys and communications.

Identify and address patterns in customer issues, driving resolution and process improvement.

Compliance & Governance

Ensure all processes comply with local and international regulatory requirements, including data protection and responsible gaming guidance.

Skills & Experience Required

Minimum 5 years’ experience in customer support leadership roles, ideally within iGaming, fintech, or digital industries.

Deep knowledge of best practices for customer care, complaints resolution, and service excellence.

Track record of team-building, coaching, and performance management in a multicultural setting.

Excellent communication, collaboration, and critical thinking skills.

Familiarity with CRM, ticketing systems, and support channel technology.

High standards of integrity, problem-solving, and accountability.

Experience with regulatory compliance in Malta and EU markets is an advantage.

What We Offer

Competitive salary and bonus opportunity.

Chance to shape customer support strategy in a new Malta hub.

Hybrid working, relocation support (where needed).

Private health insurance, paid holidays, and wellness benefits.

Dynamic, purpose-driven culture focused on learning and innovation.

Create a job alert for this search

Head Of Customer Support • St Julian

Related jobs

Promoted

IS Service Delivery Manager

Loma Linda University HealthLoma Linda, CA, United States

Full-time

Shared Services : IS CareConnect Administration (Full-Time, Day Shift) -.The IS Service Delivery Manager serves as a liaison between the LLUSS Information Services department and their designated pa...Show moreLast updated: 30+ days ago

Promoted
New!

Enterprise Client Success Manager

VirtualVocationsOntario, California, United States

Full-time

A company is looking for an Enterprise Client Success Manager - Insurance.Key Responsibilities Support expansion within enterprise accounts by onboarding new clients and ensuring a seamless exper...Show moreLast updated: 7 hours ago

Promoted

Senior Associate Customer Experience

VirtualVocationsWhittier, California, United States

Full-time

A company is looking for a Senior Associate, Customer Experience.Key Responsibilities Lead strategic planning to enhance customer experience for DashPass subscribers Analyze data to identify opp...Show moreLast updated: 30+ days ago

Promoted

Wealth Transition Services Manager - 1041 Expert - Remote Eligible

Eide BaillyIrvine, CA, United States

Remote

Full-time

All locations in the United States.A typical day as a Wealth Transition Services Manager might include the following : .Reviewing ultra-high net worth 1041s and answering technical firmwide 1041 ques...Show moreLast updated: 30+ days ago

Promoted
New!

Customer Success Manager - UAE

VirtualVocationsMission Viejo, California, United States

Full-time

A company is looking for a Customer Success Manager for the Middle East.Key Responsibilities Develop a scalable Customer Success playbook and framework tailored to the needs of customers in the M...Show moreLast updated: 1 hour ago

Promoted

Customer Information Management Consultant

VirtualVocationsCorona, California, United States

Full-time

A company is looking for a Consultant, Customer Information Management.Key Responsibilities Manage projects to deliver analytic and operational capabilities and solutions Lead the development of...Show moreLast updated: 2 days ago

Promoted

Project Service Coordinator

VirtualVocationsOceanside, California, United States

Full-time

A company is looking for a Project Service Coordinator.Key Responsibilities Support Project Managers and Operations Leaders with project scope, schedule, and budget monitoring Coordinate subcont...Show moreLast updated: 1 day ago

Promoted

Senior Customer Experience Specialist

VirtualVocationsMission Viejo, California, United States

Full-time

A company is looking for a Customer Experience, Senior Specialist (Product).Key Responsibilities Handle approximately 40 product and technical support tickets daily with accuracy and empathy Man...Show moreLast updated: 1 day ago

Promoted
New!

Connect Team Manager

VirtualVocationsSan Bernardino, California, United States

Full-time

A company is looking for a Manager - Connect Team.Key Responsibilities Lead and motivate a team providing support and guidance to care-seekers Utilize data for team management and ensure efficie...Show moreLast updated: 11 hours ago

Promoted

HPC Support Manager

VirtualVocationsOceanside, California, United States

Full-time

A company is looking for a Manager of Super Intelligence HPC Support.Key Responsibilities Lead, coach, and mentor a team of Super Intelligence HPC Support Engineers Manage high-visibility incide...Show moreLast updated: 1 day ago

Promoted

Customer Experience Lead

VirtualVocationsCorona, California, United States

Full-time

A company is looking for a Customer Experience Lead.Key Responsibilities Lead escalated case resolution by managing high-priority requests and coordinating with internal and external partners Fa...Show moreLast updated: 30+ days ago

Promoted

Customer-Facing Project Manager

VirtualVocationsSan Bernardino, California, United States

Full-time

A company is looking for a Project Manager.Key Responsibilities : Serve as the primary conduit between various teams and stakeholders, ensuring seamless communication about project status Provide...Show moreLast updated: 1 day ago

Promoted
New!

Senior Client Management Manager

VirtualVocationsGarden Grove, California, United States

Full-time

A company is looking for a Senior Manager-Client Management.Key Responsibilities Drive profitable charge volume and revenue growth through business development and relationship management Devise...Show moreLast updated: 19 hours ago

Promoted

Senior Associate Customer Manager

VirtualVocationsSan Bernardino, California, United States

Full-time

A company is looking for a Senior Associate Customer Business Manager - Specialty.Key Responsibilities Manage and grow relationships with assigned Specialty customers and serve as the primary day...Show moreLast updated: 1 day ago

Promoted

Customer Service Support Manager

Multi SalesLa Palma, CA, US

Permanent

Group Life Insurance covered by Employer.Safe Harbor 401(k) with profit-sharing.Opportunities for growth and upward mobility. We currently have locations in California and Oregon and are looking for...Show moreLast updated: 4 days ago

Promoted
New!

Customer Service Operations Specialist

VirtualVocationsOntario, California, United States

Full-time

A company is looking for a Customer Success Specialist to support global customers and internal teams.Key Responsibilities : Manage customer inquiries, account setup, and escalation cases within c...Show moreLast updated: 19 hours ago

Promoted

Customer Success Manager

MetrollFontana, CA, US

Full-time

Metroll is a global manufacturer of metal building materials.Through the hard work and commitment of our employees, we have grown into a successful company with over 40 manufacturing plants across ...Show moreLast updated: 30+ days ago

Promoted
New!

Director of Customer Onboarding

VirtualVocationsMission Viejo, California, United States

Full-time

A company is looking for a Director of Customer Onboarding.Key Responsibilities Design and improve the onboarding process for various customer segments Build and mentor the onboarding team while...Show moreLast updated: 19 hours ago

Promoted

Ohio Licensed Customer Engagement Leader

VirtualVocationsCorona, California, United States

Full-time

A company is looking for a Head of Customer Engagement & Strategy.Key Responsibilities Transform product marketing assets into customer-facing stories and presentations Develop and deliver sales...Show moreLast updated: 1 day ago

Promoted

Manager, Sales and Customer Service

Macy'sMontclair, CA, United States

Full-time

Macy's is more than just a store.One that's captured the hearts and minds of America for more than 160 years.A story about innovations and traditions. Macy's 4th of July Fireworks, and the wonder of...Show moreLast updated: 1 day ago