ComeOn Group
iGaming
CustomerExperienceTeamLeader-Twilight/NightShift
Neural analysis suggests this role is
optimal for Lead candidates.
“Customer Experience Team Leader - Twilight/Night Shift at ComeOn Group. Skills: Customer experience, Team leadership, Shift operations. Oversee real-time queue management. Monitor service levels”
What You'll Achieve.
Deliver outstanding customer service; Deliver exceptional customer experiences; Continuous improvement; Ensure seamless coverage; Ensure efficient workflows; Meet AML standards; Meet Fraud standards; Meet Responsible Gaming standards; Meet company standards
Industry & Context.
System outage resolution; Emergency handling
Flexible shifts, Evening operations, Night shift rotation possibility
What They're Looking For.
Must Have
Fluent in English, Proven customer service experience, Leadership skills, Communication skills, Interpersonal skills, Maintain peak focus, Productivity during shift, Leadership presence during shift
Nice to Have
Fluency in Danish, Fluency in Polish, Fluency in Swedish, Fluency in Finnish, Fluency in Dutch, Fluency in Scandinavian
What You'll Do.
Oversee real-time queue management
Monitor service levels
Monitor customer satisfaction
Monitor response times
Manage transition from daytime team
Ensure customer experience channels uninterrupted
Prepare shift reports
Dynamically adjust agent positioning
Establish proactive team
Implement development plans
Ensure seamless coverage
Ensure efficient workflows
Ensure AML standards met
Ensure Fraud standards met
Ensure Responsible Gaming standards met
Ensure company standards met
Organize motivational initiatives
Foster proactive work environment
Foster on-brand work environment
Handle system outages
Handle critical emergencies
Coordinate with engineering teams
How You'll Work.
Team & Collaboration
Collaborate across teams
Full Job Description
Join us as a **Customer Experience** **Team Leader Twilight/Night Shift** – go beyond support! As the CX Team Leader for our Twilight and Night operations, you are the guardian of our customer experience during our critical second-shift window (15:00-00:00 with a possibility to move to a night shift rotation in the future). You will manage a dedicated team ensuring operational continuity, seamless handovers from the daytime crew, and consistent delivery of our service level agreements (SLAs). This role requires an independent, high-energy leader who thrives in a self-directed environment and takes pride in owning evening operations. Location: St. Julian’s, Malta (Hybrid) **You’re a great match for this role if you:** * Fluent in English, written and spoken. Fluency in Danish, Polish, Swedish, Finnish, Dutch, or Scandinavian is seen as a plus * Have proven experience in Customer Service, with strong leadership, communication, and interpersonal skills * Are knowledgeable about iGaming, sports betting, casino, and payment processes * Thrive in fast-paced environments and enjoy motivating teams with a positive, proactive attitude * Are comfortable sharing ideas, providing solutions, and working flexible shifts * Have a sharp eye for detail, a strong work ethic, and a passion for delivering outstanding customer service * Proven capability to maintain peak focus, productivity, and leadership presence during a 15:00 to 00:00 window and at night. **What You’ll Be Doing:** * Oversee real-time queue management, monitoring service levels (SLA), customer satisfaction (CSAT), and response times during evening hours. * Manage the transition from the daytime team, ensuring customer experience channels continue uninterrupted, and prepare shift reports for the morning management team. * Dynamically adjust agent positioning across live chat, email, and phone channels based on real-time spikes in volume. * Hire staff with the aim of establishing a proactive team functioning with high
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