Job Description

• Lead and shape a high-performing customer service team in a dynamic online envir
• Drive revenue growth through innovative live chat strategies
• Be the voice of the customer and make a real impact on satisfaction and retentio

We're looking for a passionate and experienced Customer Service Manager to lead and elevate our customer support operations in Malta. You'll be the driving force behind a customer-first culture, ensuring exceptional service, boosting loyalty, and growing our chat channel as a key revenue stream. If you thrive in a fast-paced online environment and love building high-performing teams-this role is for you!What You'll Do

• Create an outstanding customer experience and turn satisfied users into loyal brand advocates
• Own the customer journey-from problem to resolution-and make every interaction count
• Define and execute a clear, strategic vision for customer service excellence
• Design workflows, set standards, and continuously improve support policies and procedures
• Develop and grow the live chat channel to drive measurable revenue growth
• Recruit, coach, and empower your team to deliver world-class service
• Leverage data to optimize performance, spot trends, and make informed decisions
• Stay ahead of industry trends and turn insights into action
• Ensure efficient resource management to meet KPIs and customer expectations

What We're Looking For

• Proven experience leading a customer service team, ideally in an online or digital company
• Strong background in team management and customer support operations
• Fluent in English with excellent communication and leadership skills
• Strategic thinker with a hands-on approach to coaching and performance improvement
• Comfortable using customer service tools, analytics, and CRM platforms
• A natural problem-solver with a customer-first mindset
• Degree in Business Administration or related field preferred

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