Customer Support Trainer

ABOUT THE ROLE

As a Customer Support Trainer at LeoVegas, you will play a key role in onboarding and preparing new hires to excel in customer service. Your primary responsibility will be to develop, implement, and deliver comprehensive training specifically designed for new and current team members. You will ensure they gain the skills and knowledge needed to effectively handle customer inquiries, resolve issues, and maintain high customer satisfaction. By providing engaging and thorough training, you'll help new hires seamlessly integrate into the team and uphold our company’s service standards and best practices

YOU WILL BE RESPONSIBLE FOR:

• Organise and coordinate training workshops, onboarding and refreshers.
• Maintain and update the training plan and sessions, attendance, historic training data and reporting.
• Assist QA in conducting internal reviews of the quality of agents interactions and providing feedback, coaching and shadowing as required.
• Deliver material, practices and processes confidently to large groups of people.
• Oversee the smooth integration of new starters in Customer Support.
• Escalate back office accesses in a timely manner.
• Create training materials that align with the company’s goals and customer service standards.
• Stay current on industry trends and incorporate best practices into training programs.
• Monitor and assess the effectiveness of training programs through feedback and performance metrics.
• Work closely with team leaders and managers to identify areas where additional training or support is needed.
• Assist with any ad-hoc tasks as required.
• Answering customers' enquiries for LeoVegas and all brother brands via phone and live chat if there is a business need.
  
  

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:
 

• iGaming Knowledge: Strong understanding of iGaming products, services, and regulatory requirements.
• Customer Support Experience: Proven experience in customer support roles, preferably within the iGaming industry.
• Training & Coaching Skills: Demonstrated ability to train, mentor, and develop support teams using modern training techniques.
• Communication Skills: Excellent verbal and written communication in English (additional languages are a plus).
• Organisational Skills: Strong time management and organisational skills.
• Problem-Solving: Ability to identify common customer challenges and develop training materials to address them.
• Analytical Skills: Strong data analysis skills to assess team performance and training needs.
• Adaptability: Ability to work in a fast-paced, dynamic environment and adjust training strategies as needed.
• Google Slides Skills: Proficiency with Google Slides for creating engaging and interactive training presentations is considered a plus.

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**