Dutch Team Lead

{
  "content_hash": "2d1e5825439ced532b151f1c4c05b7a075195783b08b2955cd2987b602bd0804",
  "source_hash": "5cf1ed7f043811899eda752be076814ab4211156ca65bd9ca3bf27842b6ea479",
  "last_changed_at": "2026-06-01T12:10:42.734Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Tigne, Sliema, Malta, TPO0001, Malta",
    "city": "Tigne, Sliema",
    "region": "Malta",
    "country": null,
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T10:25:53.629Z",
  "launch_scope": {
    "reason": "bamboohr_production_catalog",
    "included": true,
    "location": {
      "raw": "Tigne, Sliema, Malta, TPO0001, Malta",
      "city": "Tigne, Sliema",
      "region": "Malta",
      "country": null,
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": []
  },
  "remote_policy": "hybrid",
  "salary_period": null,
  "workplace_type": "hybrid",
  "salary_currency": null
}

{}

{
  "list_job": {
    "id": "151",
    "isRemote": null,
    "location": {
      "city": "Tigne, Sliema",
      "state": "Malta"
    },
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "province": null
    },
    "departmentId": "18560",
    "locationType": "2",
    "jobOpeningName": "Dutch Team Lead",
    "departmentLabel": "Customer Support",
    "employmentStatusLabel": "Full-Time"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Tigne, Sliema",
      "state": "Malta",
      "postalCode": "TPO0001",
      "addressCountry": "Malta"
    },
    "datePosted": "2026-06-01",
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "countryId": null
    },
    "description": "<p><span style=\"font-size: 12pt; font-weight: bold\">Job Overview</span></p>\n<p>We are seeking a highly motivated and experienced Customer Support Team Lead to inspire, guide, and develop our customer support agents.</p>\n<p>In this dynamic role, you will be responsible for ensuring our players receive exceptional service, driving continuous improvement within the team, and fostering a positive and productive work environment.</p>\n<p><br></p>\n<p>This is an exciting opportunity for someone who thrives on empowering others and making a tangible impact on customer satisfaction.</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">Schedule:</span> This role operates on a Monday - Friday schedule with a rotating shift pattern: one week will be a day shift, and the following week will be an afternoon shift. We value flexibility and trust our Team Leads to manage their team's coverage effectively within these parameters.</p>\n<p><br><span style=\"font-size: 12pt; font-weight: bold\">About Play North</span></p>\n<p><span style=\"font-size: 12pt\">We are a diverse and fast-growing online casino operator active in regulated markets with offices based in Malta, Estonia and The Netherlands. You can now join our dynamic, capable and enthusiastic team. <br><br>We are the people behind the global casino brands Pikakasino.com and Kansino.nl. We are licensed and regulated by the Malta Gaming Authority and Kansspelautoriteit in The Netherlands. </span></p>\n<p><span style=\"font-size: 12pt\"><br>Due to the continued growth and success of our brands, we are now searching for more A class talents to join our mission to build the next iGaming giant.<br><br>Are you a self-motivated and dedicated person with an eye for detail? If you get kicks from new challenges in a top professional, yet easy-going and fun, work environment, then we are eager to hear from you!</span><br></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 12pt; font-weight: bold\">Responsibilities:</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Team Leadership &amp; Performance Management:</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Lead, mentor, and motivate a team of customer support agents to achieve and exceed key performance indicators (KPIs). </span><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Conduct regular 1-on-1 performance reviews and coaching sessions with agents to provide constructive feedback, identify areas for development, and celebrate successes.</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Monitor agent performance against established KPIs such as:</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">First Contact Resolution (FCR)</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Average Handling Time (AHT)</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Customer Satisfaction (CSAT) scores</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Service Level Agreement (SLA) adherence</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Quality Assurance (QA) scores</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Response and Resolution Times</span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 12pt\"><br></span><span style=\"font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Operational Excellence:</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Oversee and optimize the customer registration flow, identifying and addressing any friction points to ensure a seamless experience for players.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Effectively manage player complaints, including escalated issues, and guide agents in processing refunds according to company policy.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Ensure the customer support knowledge base is comprehensive, accurate, and regularly updated to empower agents with the most current information.</span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 12pt\"><br></span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Training &amp; Development:</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Develop and deliver comprehensive training programs for new customer support agents, ensuring a smooth and effective onboarding experience.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Provide ongoing training and development opportunities for the existing team to enhance their skills and knowledge.</span><span style=\"font-family: Arial,sans-serif; font-size: 12pt\"><br><br></span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Interdepartmental Collaboration:</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Act as a key liaison between the Customer Support team and other departments (e.g., Product, Tech, Marketing) to communicate CS procedures, provide insights, and align on company-wide initiatives.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Collaborate on identifying trends in customer feedback to inform product improvements and policy adjustments.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Team Management &amp; Administration:</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Handle sick leave calls from agents, managing shift adjustments and ensuring adequate coverage to maintain service levels.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Proactively manage the onboarding process for new customer support agents, from initial orientation to full integration into the team.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Facilitate team meetings to discuss performance, share updates, and foster team cohesion.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"color: rgb(34, 34, 34); font-weight: bold\">Requirements:</span></span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Proven experience in a customer support role.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Demonstrated ability to motivate and lead a team to achieve performance targets.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Strong understanding of customer service best practices and metrics (KPIs).</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Excellent communication and coaching skills.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Ability to handle challenging customer interactions with empathy and professionalism.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Proficiency in using CRM software and other customer support tools.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Strong organizational skills and attention to detail.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Ability to work independently and as part of a team in a fast-paced environment.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Flexibility to work rotating day and afternoon shifts.</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 12pt\">Fluent in Dutch and English is required.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">What we offer:</span><br></p>\n<ul>\n<li><span style=\"font-size: 12pt\">A hybrid working model.</span></li>\n<li><span style=\"font-size: 12pt\">Competitive salary based on experience and qualifications.</span></li>\n<li><span style=\"font-size: 12pt\">Brand new offices.</span></li>\n<li><span style=\"font-size: 12pt\">Private parking.</span></li>\n<li><span style=\"font-size: 12pt\">Private Health insurance.</span></li>\n<li><span style=\"font-size: 12pt\">Wellness allowance up to €600 per year.</span></li>\n<li><span style=\"font-size: 12pt\">Employee assistance program with Richmond Foundation.</span></li>\n<li><span style=\"font-size: 12pt\">Birthday wishes with something special.</span></li>\n<li><span style=\"font-size: 12pt\">Office lunches and daily nibbles such as fresh fruit and healthy snacks.</span></li>\n<li><span style=\"font-size: 12pt\">Meal allowance.</span></li>\n<li><span style=\"font-size: 12pt\">Lots of great company discounts.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">\"By submitting your application, you understand that your personal data will be processed as set out in our Privacy Policy, which can be accessed by clicking <a href=\"https://www.google.com/url?q=https://www.google.com/url?q%3Dhttps://www.playnorth.com/pp-int/%26source%3Dgmail-imap%26ust%3D1679574430000000%26usg%3DAOvVaw30LjDQRbkznnA_D09UVwVR&amp;source=gmail-imap&amp;ust=1681735977000000&amp;usg=AOvVaw2xpmMXu28SwKOmsfoAwSSd\" target=\"_blank\" rel=\"noopener noreferrer\">here</a>. Where you have not granted consent to retain your data in our talent pool, we will, in cases where the recruitment process did not lead to employment with Play North, retain your personal data for a period not exceeding six months in order to, among other things, enable us to manage potential disputes or store data about your talents for near future opportunities. Once this retention period has elapsed, your data will be deleted. You have a right to object to this additional 6 months-period of processing by explaining the reasons why we should not process your personal data to our Data Protection Officer at <a href=\"mailto:[email protected]\" target=\"_blank\" rel=\"noopener noreferrer\">[email protected].\"</a></span></p>",
    "compensation": null,
    "departmentId": "18560",
    "locationType": "2",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Dutch Team Lead",
    "departmentLabel": "Customer Support",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://playnorth.bamboohr.com/careers/151",
    "employmentStatusLabel": "Full-Time"
  }
}