Senior Customer Support Trainer
Description
ABOUT THE ROLE
As a Senior Customer Support Trainer – Knowledge & Content Lead at LeoVegas, you will take ownership of the company’s Customer Support knowledge ecosystem and the strategic development of training content. This is a senior-level position designed for a professional who excels in knowledge base management, training analytics, and process optimisation.
You will be responsible for ensuring that all training material, Confluence content, and operational documentation are accurate, accessible, and continuously improved based on performance data and quality insights.
YOU WILL BE RESPONSIBLE FOR:
- Owning and managing the Customer Support Confluence space, ensuring structure, accuracy, relevance, and consistency of all knowledge base content.
- Leading content management for all training materials, including new starter presentations, refresher modules, and ad-hoc learning resources.
- Documenting, and maintaining Customer Support processes in collaboration with operational stakeholders.
- Producing monthly performance and efficiency reports on new starters, including training effectiveness and QA outcomes.
- Analysing assessment results, QA feedback, and performance metrics to strengthen training programmes and continuously improve learning material.
- Developing and maintaining strategic training roadmaps to support long-term business objectives.
- Mentoring and supporting Level 1 Trainers in their professional development, providing regular coaching, guidance, and structured feedback.
- Acting as a subject matter expert for training standards, learning methodologies, and knowledge management best practices.
- Collaborating with Team Leaders, QA, and Customer Support Management to identify skills gaps and training needs across the department.
- Ensuring governance and quality standards are consistently applied across all learning and knowledge content.
- Supporting ad-hoc training, documentation, and operational projects as required.
OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:
- Knowledge Base & Confluence Expertise: Proven experience in managing and maintaining large-scale knowledge bases, ideally within Confluence or similar platforms.
- Content & Process Management: Strong background in structuring training content, operational documentation, and customer support processes.
- Analytical & Reporting Skills: Ability to analyse training assessments, QA results, and performance data to drive continuous improvement.
- Advanced Presentation & Facilitation: Excellent capability to design and deliver engaging training content for diverse audiences.
- Strategic Thinking: Demonstrated ability to develop long-term training strategies and learning roadmaps aligned with business goals.
- Leadership & Mentoring: Strong leadership presence with experience coaching and developing junior trainers or operational staff.
- Administrative Excellence: Highly organised with strong attention to detail and the ability to manage multiple complex workstreams.
- Critical Thinking: Comfortable challenging existing processes and driving improvement through evidence-based recommendations.
- Communication Skills: Excellent written and verbal communication in English.
- iGaming Experience: Experience within iGaming is an advantage but not a requirement.
WHO WE ARE
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 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices worldwide.
BENEFITS
- Hybrid work policy
- 4 weeks of Workation (T&C apply)
- Well-being allowance to support your active lifestyle
- Private health insurance
- Discounts across a range of retailers, gyms, bars & restaurants
- We offer an employee assistance program that can provide help and guidance during challenging moments.
- For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.
JOIN US!
In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!
Would you 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**