Head of Customer Support - Netherlands
- Nederland
- Vast
- Voltijds
- Lead First-Line Support Delivery. Oversee Dutch frontline teams, ensuring service excellence under stringent KSA regulatory requirements, and deliver compliant and customer-focused support across all channels.
- Drive Operational Excellence. Track key KPIs such as SLA compliance, responsible gaming interventions, and CSAT, and ensure frontline teams meet the highest regulatory and service standards.
- Act as Commercial Cluster Partner. Act as the single point of contact for the Dutch commercial cluster, and present customer insights at cluster meetings, highlighting compliance-sensitive trends, and follow up on action points that impact customer experience.
- Champion the Voice of the Customer. Collect insights on Dutch player behaviour, payments, and regulatory touchpoints, and ensure customer feedback informs both compliance adherence and commercial strategy.
- Enable Team Leadership. Lead and coach Dutch CS Team Leaders, instilling a culture of accountability, compliance, and excellence, and provide support to ensure agents handle regulatory scenarios effectively.
- Collaborate Across Functions. Work closely with central Tier 2, QA, Training, and WFM to strengthen compliance alignment and escalation pathways specific to Dutch regulation.
- Leverage Data & Insights. Partner with Analytics and Insights teams to track customer journeys and compliance trends in the Netherlands, and share findings with leadership to inform market planning and product development.
Essential skills:
- Minimum 5 years' iGaming industry experience, preferably in Operations, with strong knowledge of Dutch market regulations (KSA).
- Minimum 2 years of previous experience in a leadership role.
- Proven ability to lead CS teams in regulated, high-compliance environments.
- Skilled in balancing regulatory requirements with customer service excellence.
- Strong track record of influencing commercial and compliance decisions based on customer insights.
- Excellent leadership and stakeholder management skills at a senior level.
- Experience in Dutch localisation of customer support tools and training.
- Competitive salary based on your experience.
- Well-being allowance to support your active lifestyle.
- Work from anywhere in the world for up to 4 weeks per year
- Private health insurance to keep our Team Leo healthy and happy.
- Personal development plan to help you reach your goals and ambitions.
- Employee assistance program to help and guide you in challenging moments.
- Roaring discounts all over Malta island for you to explore.
- Team activities and events to have some well deserved break and a bit of fun!
- If you are not based in Malta we will also provide you with a relocation package, which includes 3-week accommodation and flight!