Customer Service Team Lead - (portuguese Speaking)

Customer Service Team Lead - (Portuguese Speaking)

Rank International (Part of Rank Group) is a leading online gaming operator in the Spanish markets with an expanding online and offline portfolio focused on bingo, casino and sports betting with four leading brands: YoCasino, YoBingo, YoSports and Enracha and soon we will be launching in Portugal!

Our goal is to provide entertainment to our customers with our websites and apps so that they can access our products from their mobile phones, tablets and computers. We offer our own bingo and slots software and also more than 2000 games from the best game providers. With offices based in Ceuta, Malta & Spain we always strive to bring joy and security to our customers. Additionally, we will be launching soon in other regulated markets!

Job Description

Join our operations team in Malta! We are looking for a Customer Service Team Lead who speaks native Portuguese. You will play a vital dual role: ensuring excellent service delivery by actively handling customer contacts, while also supporting the operational management of a team.

This is a unique opportunity to be part of a brand-new team from day one - shaping processes, supporting agents, and establishing best practices for the Portuguese market. You'll report directly to the Customer Service Team Manager based in Spain and serve as the first point of local leadership for your team in Malta.

Key Responsibilities:

• Act as the local point of guidance for Customer Service Agents in Malta, providing day-to-day support and coaching.
• Monitor team performance and provide feedback, escalating key matters to the Team Manager.
• Support the Team Manager with planning shift schedules, coverage and holiday coordination.

• Actively handle customer contacts across all channels (live chat & email) to ensure a high-quality service and lead by example.
• Review and monitor contacts handled by the Portuguese team to ensure tone, quality and compliance standards are upheld.

• Support the setup, documentation, and optimisation of CS processes tailored to the Portuguese market.
• Ensure consistent adherence to compliance, safer gambling and escalation procedures.
• Help identify operational inefficiencies and suggest improvements.

• Assist in the onboarding and training of new Portuguese-speaking team members.
• Maintain and share up-to-date knowledge of our products, promotions, tools and systems.

• Serve as a bridge between the Malta-based CS team and the wider organisation, fostering communication and alignment.
• Coordinate with the Team Manager and other stakeholders to ensure the needs of the Portuguese market are well addressed.

Qualifications

Qualifications:

• Native Portuguese speaker is essential. Fluency in English is also required & Spanish is a plus.
• Experience in customer service preferably in the iGaming or digital sector.
• Previous exposure to a leadership, mentoring, or supervisory role is desirable.
• Confident handling live customer contacts across channels.
• Some knowledge of systems like Zendesk or similar CRM is a plus.
• Knowledge of Safer Gambling, compliance practices, and risk management is an asset.

Personal Qualities:

• Naturally supportive and collaborative, with a strong sense of accountability.
• Proactive and hands-on, with a genuine interest in both service and team performance.
• Leads by example, especially under pressure.
• Comfortable in fast-paced, dynamic environments with the flexibility to adapt and grow.

Additional Information

You're probably wondering outside of a fun, exciting and varied role – what else do you get? You'll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we're here for you.

We'll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.