German speaking Customer Support Team Leader (m,f) : Igaming

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Start: asapAbout the role.
We’re looking for a dynamic and experienced Customer Support Team Leader (German) to lead, inspire, and elevate our Customer Support team. This role offers the opportunity to shape performance, develop talent, and drive service excellence within a fast-paced iGaming environment. You will act as the main escalation point, mentor team members, and collaborate closely with internal stakeholders to deliver outstanding player experiences.DUTIES AND RESPONSIBILITIES:Lead daily team performance, workflows, and overall wellbeing of the Customer Support functionCoach, mentor, and develop Customer Support Agents and Senior AgentsAct as the primary escalation point for complex or sensitive customer casesMonitor queues, service levels, and shift coverage to ensure operational efficiencyManage schedules, report absences, and remove operational blockersSupport workforce planning and prepare effective team schedulesTrack and report KPIs including quality, productivity, attendance, and communication standardsConduct regular 1:1 meetings and performance reviewsSupport recruitment activities, onboarding processes, and ongoing training initiativesLead by example through professionalism, clear communication, and strong decision-making.REQUIREMENTS:Native / fluent in German both verbal and written. Fluent in English (minimum B2 level)Proven leadership experience or strong leadership potential within Customer Support or Operations environmentsSolid background within iGaming, including casino, sportsbook, or responsible gaming operationsUnderstanding of online casino workflows, KPIs, and operational processesExperience supervising or coordinating teamsStrong interpersonal, motivational, and communication skillsAnalytical mindset with strong problem-solving abilitiesZendesk user-level proficiency is requiredKnowledge of gaming licences is considered an advantageExperience with UKGC regulations, multilingual or multi-brand teams, workforce management, or KPI reporting tools is beneficial.BENEFITS:Competitive remuneration packagePrivate health insuranceWellness benefit after probationOptician, spectacle, and blue-light lens benefit after probationBreakfast and lunch provided throughout the weekMonthly snacks allowanceOngoing training and professional development supportModern, well-equipped office environmentDog-friendly workplace.

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