Customer Service Team Manager - Pentasia - Malta, Malta

Customer Service Lead About the Role We are seeking an experienced Customer Service Lead to build and develop a customer support function for a growing online business. This is an exciting opportunity for someone who enjoys creating processes from scratch while remaining hands-on during the early stages. Working closely with senior leadership and cross-functional teams, you will define the customer service strategy, establish best practices, implement scalable processes and technology, and build a high-performing team that delivers an outstanding customer experience. Key Responsibilities - Design and lead the customer service function, including team structure, processes, and operating model. - Recruit, coach, and develop a customer service team with a strong performance culture. - Define service standards, SLAs, quality assurance processes, and escalation procedures. - Oversee customer complaints and ensure compliance with regulatory requirements. - Manage the resolution of customer and technical support issues in collaboration with internal teams. - Monitor key service metrics such as response times, resolution rates, customer satisfaction, and quality scores. - Implement and optimize customer service platforms, knowledge management tools, chat solutions, and automation. - Work closely with CRM, Product, Payments, Technology, and Risk & Compliance teams to deliver a seamless customer journey. - Use customer insights to drive continuous improvements across products, operations, and customer experience. Requirements - Experience building and scaling a customer service or customer operations function. - Background in iGaming, online gaming, fintech, digital entertainment, or another regulated industry. - Strong understanding of regulated customer support, including KYC, responsible gambling, and complaint handling. - Experience implementing customer service technologies and automation tools. - Strong leadership, stakeholder management, and communication skills. - Commercial mindset with a focus on customer retention, operational efficiency, and long-term growth. Ideal Candidate You are a hands-on leader who enjoys building teams and processes from the ground up. You combine strategic thinking with operational execution and have a proven ability to create scalable customer service functions that enhance both customer satisfaction and business performance.