LeoVegas Group Careers

ABOUT THE ROLE

The Customer Support Insights Manager is responsible for operational intelligence for LeoVegas Group and the owner of the Voice of the Customer (VoC) framework within Customer Support. This role brings together customer sentiment, operational performance, and service quality into a single, coherent view that leaders can act on.

Owning the full reporting and insights cadence for Customer Support, the role spans performance, efficiency, quality, customer sentiment, and journey friction.

YOU WILL BE RESPONSIBLE FOR:

• Performance Reporting & Analytics
  • Own the full Customer Support reporting cadence (daily, weekly, monthly, quarterly).
  • Produce service-level reporting across response times, productivity, backlog, efficiency, contact rate, CSAT, QA, and RCA themes.
  • Identify performance gaps, efficiency opportunities, and systemic issues across clusters.
  • Build dashboards and narratives that enable senior leaders to take data-informed decisions.
  • Drive accountability by clearly highlighting underperformance and emerging risks.

• Voice of the Customer & Root Cause Insights
  • Consolidate insights from surveys, support interactions, complaints, product usage, and journey data.
  • Surface pain points, customer friction, sentiment shifts, and emerging trends.
  • Connect qualitative feedback with quantitative evidence to create a complete insights picture.
  • Ensure customer insights inform product roadmap planning, operational improvements, and commercial priorities.

• Strategic Partnership & Influence
  • Act as the primary insights partner for Heads of CS, the Director of Customer Support, Product Managers, Commercial leads, and Compliance stakeholders.
  • Present insights in operational meetings, commercial forums, and senior leadership reviews.
  • Track improvement initiatives and validate their impact on customer experience and operational performance.
  • Highlight risks, opportunities, and areas requiring structural or process change.

• Data Quality, Standards & Governance
  • Partner with the Data & Analytics team to ensure accuracy, consistency, and reliability of CS data.
  • Improve tagging structures, RCA methodologies, and reporting consistency across markets.
  • Maintain a single source of truth for Customer Support performance and customer insight.

• Customer-Centric Culture
  • Champion the customer perspective across the organisation.
  • Foster a culture where decisions are grounded in evidence, customer sentiment, and operational reality.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:

ESSENTIAL SKILLS:

• 3+ years working with operational, customer, or product data within iGaming, Customer Support, CX, Analytics, or Product Operations.
• Strong proficiency in data analysis: advanced Excel/Sheets; experience with dashboarding tools such as Looker, Tableau, Power BI, or equivalent.
• Demonstrated ability to build data models, dashboards, reporting frameworks, and performance narratives for leadership audiences.
• Comfortable working with large datasets and identifying trends, anomalies, and root causes.
• Strong understanding of key CS metrics (AHT, TPH, CSAT, QA, Contact Rate, SLAs, occupancy, shrinkage, etc.).
• Skilled in synthesising quantitative and qualitative data into clear, actionable recommendations
• Experience collaborating with Data & Analytics teams and contributing to data governance (definitions, tagging accuracy, metric consistency).

NICE TO HAVE

• Familiarity with SQL or similar query languages (preferred but not required).

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**