Job Description

Your daily pitch

Do you have experience managing and mentoring a team? Do you have work experience within the iGaming Industry? Do you maintain a high standard of performance from your team, while encouraging and acknowledging their contributions to the department’s success?  

Are you ready to turn up the power and bring the thrill of Spannung into your working life? Then show us your game face – because we’re looking for a Team Lead Customer Services (m/f/x) to join the team!

Your playing field

• Together we achieve the best results, therefore you will work hand in hand with the Head of Department to carry out the department's strategy, while ensuring operational alignment between functions.
• In order to always deliver the best product, you will ensure that relevant reporting is in place for any anomalies or technical improvements.
• We are just as strong as our team. You will supervise your team and ensure that team productivity is well managed, whilst at the same time ensuring high levels of motivation.
• You will ensure that SLAs are met and that customer requests are handled with a high level of service, including meeting and exceeding CSAT and First Reply targets.
• We work as #oneteam. You will collaborate with other stakeholders, to ensure processes are up-to-date, and that team members are being effectively trained and developed.
• You will help the team to grow as you participate in the recruitment process for Agents and find the right members for our team.

Which skills you should bring to the pitch

• Qualification. You have experience of managing people in a team-lead role. Additionally, you have a Bachelor’s degree or post-secondary qualification.
• Subject-Matter Expert. You have at least 3 years experience in a similar role within Igaming and can provide coaching to year Team members.
• Fluent in German & English. As we are the number #1 sports betting company in Germany and our team consists of more than 30 different nationalities working together to achieve the Tipico mission, you are able to speak German & English fluently.
• Customer-oriented. You have strong customer service knowledge and competence. You are energised by interacting with and helping people. You seek to empower and help our customers in line with our customer-oriented philosophy.
• Communicative. You have excellent communication skills, both written and verbal, and strong influencing and problem-solving skills with good attention to detail.
• Excellent organizational skills. You have great time-management skills and are able to work under pressure against tight and changing deadlines.
• Team player. You have a positive attitude, you encourage a collaborative, professional and inclusive culture and have the ability to motivate your colleagues.

Nice to have

• Knowledge of Salesforce and Jira is beneficial.

This is how we score with you

• Established International Group. We have a solid foundation on which to grow.
• Personal and Professional Growth. We offer you opportunities to develop and grow to unlock your potential.
• Relocation Support. To make your move to Malta as smooth as possible.
• Competitive Package. We care for our employees, offering an indefinite contract, competitive salary, insurances (private health, dental, private accident, sickness and life) and free parking.
• On-site childcare. We’ve got a game plan to support you and your 3+ year old kids.
• Sports Incentive. We want you to remain active and will subsidise a gym membership of your choice.
• Modern offices. Our very own Tipico tower provides an open plan space with the latest technology.
• Events. Sponsored Charity and Team gatherings, we like to have fun together as one team and reinforce our connections.
• Supportive Environment. We believe in collaboration and working together as a team but we also give importance to the uniqueness of each and every one of us.

Additional Information

Think a career at Tipico’s right for you?

Apply now and join our winning team! If you have any questions or comments about this role, our TA team is happy to help you! Feel free to reach out to us on our social media channels

We look forward to your application!