Head of Customer Support

2 weeks ago

Newport, Newport, United Kingdom Traffic Label Full time £60,000 - £80,000 per year

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.

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