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Head of Customer Support

Head of Customer Support

Traffic LabelSt Julian
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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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