Customer Support Team Leader - Dutch

About this role

ABOUT THE ROLE Join our team as Customer Support Team Leader, where you will play a pivotal role in shaping the customer experience. In this position, you will lead a dynamic team dedicated to providing exceptional support, ensuring operational efficiency, and maintaining high satisfaction levels among our clients. This role is suited for a proactive leader with a strategic mindset, tasked with overseeing daily operations, managing team schedules, and facilitating cross-departmental collaboration.

YOU WILL BE RESPONSIBLE FOR: - Regularly reviewing team members' performance to ensure high standards. - Participating in the hiring process to select and onboard new team members. - Creating and managing team schedules, considering operational hours, holidays, and leaves. - Analyzing daily operations through reports and statistics to enhance team efficiency. - Collaborating with Marketing, Country Managers, and other departments to support local promotions and customer engagement initiatives.

- Ensuring prompt and effective resolution of customer inquiries and issues to maintain client satisfaction. - Implementing processes and procedures to optimize resource utilization and workflow. - Fostering a positive and productive work environment while focusing on meeting daily KPIs. - Leading projects with a data-driven approach to improve team performance and outcomes. OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING: - Deep operational knowledge of online casino/sportsbook verticals, Safer Gambling (RG) protocols, and AML/KYC requirements across regulated markets.

- Knowledge of multi-channel ticketing/CRM tools (e.g. Zendesk), workforce management (WFM) basics, and data dashboards (Tableau). - Strong foundation in leadership, coaching, QA monitoring, performance management, and conflict resolution. - 2–4 years experience in iGaming customer support. Having worked in a senior/lead capacity is considered as an asset. - Fluent / native Dutch required. WHO WE ARE At the core of LeoVegas Group is Team Leo.

Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 18 offices worldwide. BENEFITS - Hybrid work policy - 4 weeks of Workation (T&C apply) - Well-being allowance to support your active lifestyle - Private health insurance - Discounts across a range of retailers, gyms, bars & restaurants - We offer an employee assistance program that can provide help and guidance during challenging moments.