Lead a team of Turkish-speaking support agents, ensuring fast, empathetic and high-quality player support across phone, email and live chat.
About the role
As our Turkish Speaking Customer Support Lead, you will manage and mentor a team of agents serving Turkish-speaking players. You will be the escalation point for complex cases, drive service quality and turn customer support into a competitive advantage.
You should be passionate about player satisfaction, comfortable coaching others, and able to keep a 24/7 operation running smoothly through rotating shifts. The role is based on-site in Malta.
Responsibilities
- Lead, coach and schedule a team of Turkish-speaking support agents
- Handle escalated and complex player issues to resolution
- Monitor KPIs such as response time, CSAT and resolution rate
- Maintain and improve support processes, macros and knowledge base
- Ensure consistent, professional and empathetic communication
- Collaborate with VIP, payments and compliance teams
- Report on team performance and player feedback to management
Requirements
- Native or C1-level Turkish and fluent English
- 3+ years in customer support, with at least 1 year in a lead or senior role
- Experience in iGaming or a fast-paced 24/7 support environment is a strong plus
- Strong leadership, coaching and conflict-resolution skills
- Excellent written and verbal communication
- Ability to work rotating shifts including evenings and weekends
- Valid EU passport / right to work in Malta
Benefits
- Relocation package including flight and initial hotel accommodation
- Help with finding accommodation (agency fee support)
- Modern office in Malta
- Extra earnings through rotating shift allowances (24/7)
- Private health insurance
- Clear career progression path
- Young and international work environment with 3,000+ annual sunshine hours