Head of Customer Support – Spain & Italy
Description
ABOUT THE ROLE
The Head of CS – Spain & Italy oversees multilingual support teams delivering service tailored to two of Europe’s most complex regulated markets. This role is responsible for balancing strict regulatory requirements (ADM in Italy, Royal Decree in Spain) with localised, customer-centric service. As the key Customer Support partner to the Southern Europe commercial cluster, this position ensures the customer voice informs strategy and drives improvements in product, operations, and marketing.
YOU WILL BE RESPONSIBLE FOR:
- Lead First-Line Support Delivery. Manage multilingual teams serving Spain and Italy, and ensure first-line agents deliver fast, compliant, and culturally tailored support in accordance with Royal Decree (Spain) and ADM guidelines (Italy).
- Drive Operational Excellence. Monitor KPIs including SLA adherence, compliance-driven quality, and CSAT, and Identify and address inefficiencies while ensuring regulatory touchpoints (e.g., RG checks) are consistently met.
- Act as Commercial Cluster Partner. Represent CS in the Southern European cluster, sharing market-specific customer insights and operational feedback, and attend regular cluster meetings, ensuring APs relating to customer feedback and compliance are delivered.
- Champion the Voice of the Customer. Gather and share frontline insights on product, payments, and localisation, and ensure customer sentiment from Spain and Italy is incorporated into commercial campaigns, promotional planning, and product enhancements.
- Enable Team Leadership. Lead Team Leaders across Spain and Italy. Build a customer-focused team culture that balances operational excellence with the nuances of local service expectations.
- Collaborate Across Functions. Work with central CS functions to streamline escalations and embed training tailored to Spanish and Italian compliance needs, and ensure local regulatory requirements are reflected in QA and training.
- Leverage Data & Insights. Analyse frontline data to uncover trends unique to Spain and Italy, and partner with Analytics and Product to highlight localisation opportunities.
OUR SUCCESSFUL CANDIDATE WILL HAVE:
Essential skills:
Essential skills:
- Minimum 5 years’ iGaming industry experience, preferably in Operations, with knowledge of Spanish and Italian market regulations.
- Minimum 2 years of previous experience in a leadership role.
- Proven leadership of multilingual first-line teams in regulated environments.
- Strong ability to represent customer feedback at senior commercial cluster forums.
- Skilled in embedding compliance-driven QA and training programmes into daily operations.
- Excellent communication skills with cultural awareness for Southern European markets.
Nice to have skills:
- Native, fluent level of Italian language.
WHO ARE WE?
At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1800 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 16 offices world-wide.
BENEFITS
- 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!
JOIN US!
In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don’t wait around for things to happen, we pounce and make it happen!
If you think you would be a good fit for the Leo pride - give us a roar!
**As our company working language is English we’d like to see your CV in English please**