Customer Support Team Lead
Who We Are Looking For
We are seeking a motivated and people-focused leader to guide our customer support team. The ideal candidate thrives in fast-paced, customer-centric environments, enjoys coaching and developing team members, and is able to balance operational management with agent support. You have strong communication skills, a solution-oriented mindset, and the ability to drive both team performance and customer satisfaction.
Key Duties
- Lead and support agents through monthly 1:1s, Personal Development Plans (PDPs), and daily coaching.
- Monitor KPIs including CSAT, AHT, QA scores, FRT, and escalation trends.
- Act as the first point of escalation for agents and assist Shift Leaders with real-time coverage.
- Support onboarding of new agents and help them transition smoothly.
- Collaborate with cross-functional teams to surface process gaps, agent pain points, and training needs.
- Participate in QA calibration sessions and help update knowledge base and chatbot content.
- Identify high-performing agents for stretch tasks and track progress on development goals.
- Approve shift swaps and sick leave while ensuring adequate coverage.
Experience & Qualifications
- Previous experience as a Shift Lead or Team Leader in Customer Support.
- Proficiency with customer support tools such as Intercom, Jira, Slack, and Google Workspace.
- Demonstrated ability to coach, motivate, and mentor team members.
- Proven track record of monitoring and improving performance metrics in a customer-facing environment.
- High school diploma required; Bachelor’s degree in Business, Communications, Customer Experience, or related fields preferred.
- Certifications in Leadership, Coaching, QA, or Customer Experience are a plus.
Competencies
Technical Skills:
- Strong understanding of customer support platforms and dashboards.
- Ability to interpret KPIs and provide actionable insights.
- Knowledge of QA processes, calibration, and performance evaluation.
- Operational workflow management and shift coverage planning.
- Experience supporting knowledge base and chatbot content improvements.
Interpersonal Skills:
- Excellent communication and relationship-building skills.
- Empathy, supportiveness, and ability to recognize burnout or team stress.
- Conflict resolution and professional judgment in challenging situations.
Team Management Skills:
- Coaching, mentoring, and agent development.
- Leadership, motivation, and creating a positive team environment.
- Problem-solving, decision-making, and task prioritization.
- Accountability, ownership, and leading by example.
Start date: As soon as we find a match!
- Department
- Revenue & Operations
- Role
- Customer Support Team Leader
- Locations
- Malta
- Remote status
- Hybrid
- Employment type
- Full-time
Our benefits
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Wildz Workouts 🚴
To push our team members further and encourage them on their health journey, we've launched a brand new initiative - Wildz Workouts
We allow our team to train using three hours out of the 40-hour work week. Not only will this help with their personal health and fitness goals, but it'll help the mind to be more focused, leading to increased work performance and productivity. -
Fitness Allowance 🏋️
In addition to Wildz Workouts, we offer a yearly fitness allowance to our employees.
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Professional Development Allowance 📚
The professional development contribution can be used for any type of courses that will benefit your professional development.
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Healthy Minds 🧠
In cooperation with Richmond Foundation in Malta, we offer free counselling sessions to all employees.
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Private Health Insurance 🩺
All our employees are covered by a private health insurance.
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Refer a friend 🧑💻
Let's recruit together to find your next colleague! 🤩 Our employees are eligible in receiving a referral bonus.
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Team building events 🙌
We love getting together. Both team and company wide team building events are organized multiple times a year.
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Dog friendly office 🐶
Our furry friends are also welcome at our offices!
Our culture
Our fundamental belief is that of employing genuine people that are able to collaborate efficiently with other teams, striving towards a common goal, celebrating differences, eliminating barriers, valuing ideas with respect and most importantly building trust with the rest of their colleagues!
About WildzGroup
With a strong emphasis on innovative and efficient programming, sleek and impactful design, and engaging content, Wildz Group has developed a platform that delivers top-tier online gaming management.
Guided by a philosophy of quality over quantity, Wildz Group leverages smart automation to streamline operations and eliminate inefficiencies. Rather than overstaffing, the company remains agile and mission-driven, relying on expert talent, cutting-edge systems, and a forward-thinking approach to meet the evolving demands of the iGaming industry.
Already working at WildzGroup?
Let’s recruit together and find your next colleague.