Customer Support Team Leader (Spanish Speaking)

Lcky Group; Melilla; On-site; EUR 28,000 - 42,000; Full time

Benefits offered by this job

Private health insurance

Annual wellbeing benefit

Social events

Job summary

LCKY Group in Melilla is seeking a Spanish-speaking Customer Support Team Leader to manage our Spanish market CS team in Melilla. You will recruit, mentor, and drive performance to deliver first-class service and meet KPI targets.

The role requires strong leadership, coaching abilities, and fluent English with native Spanish skills, enabling effective cross-functional collaboration across markets.

Qualifications

• Previous Customer Support management experience required.
• Experience coaching and developing team members.
• Excellent English and native Spanish language skills.

Responsibilities

• Recruit, mentor, and manage a team of CS agents.
• Improve customer experience and apply best practices.
• Oversee development of agents and nurture empowerment.
• Create effective customer service procedures and standards.
• Supervise day-to-day operations in the CS department.
• Ensure high-quality support to meet deadlines and KPIs.
• Enforce company policies and procedures.
• Identify trends and recommend improvements.
• Define and communicate service metrics; monitor results.
• Conduct regular one-to-one meetings and quarterly reviews.
• Prepare and distribute CS reports to stakeholders.

Skills

Customer Support management

Coaching & team development

English communication

Spanish language proficiency

Job description

We are looking for a Spanish speaking Customer Support Team Leader to join our growing team in our Melilla office.

LCKY Group is looking for a Team Leader for our Customer Service Team working within the Spanish market.

Based in our fantastic office in Melilla (Spain) you will have the opportunity to be part of something unique and help our business to continue to provide a first-class service to all of our customers.

We are growing rapidly so this could be a great step into long term career progression.

What will you be doing?

• Recruit, mentor & manage a team of CS agents.
• Improve the customer experience and apply best practices to areas of improvement.
• Oversee the development of customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Create effective customer service procedures, policies, and standards.
• Supervise day-to-day operations in the customer service department.
• Ensure the department provides consistently high-quality customer support to satisfy strict deadlines and KPI’s.
• Enforce company policies and procedures
• Identify customer service trends and recommend improvements.
• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analysing results.
• Conduct frequent one-to-one meetings with individual team members if/when required.
• Be accountable for customer satisfaction (CSAT) score for all markets related to your team.
• Maintain high levels of product knowledge so that appropriate guidance is always provided.
• Facilitate smooth communication flow between the Head of Customer Support and all other departments.
• Conduct regular quality assessments of agents’ communications with customers and provide structured feedback.
• Coach and develop the skillsets of agents and define clear personal development plans for all agents.
• Conduct quarterly performance reviews of agents and ensure adequate improvement plans and recognition is provided.
• Create daily, weekly, monthly, and quarterly Customer Support reports and distribute them to relevant stakeholders.

Who are you?

• Previous Customer Support management experience preferred.
• Experience coaching and developing team members.
• Outstanding communication skills with an excellent command of the English language
• Native Spanish language skills a MUST
• Interpersonal skills and ability to resolve conflicts.
• Leadership skills
• Previous i-gaming experience

By joining us, you're not only gaining an opportunity to work and collaborate with the best talent in our industry, but you’ll also enjoy a range of fantastic perks!

• A competitive and attractive salary
• Private health insurance
• Annual wellbeing benefit allowance
• Social events for building strong relationships with colleagues

About LCKY Group:

LCKY Group brings together a portfolio of leading online casino brands - LuckyCasino, HappyCasino, FlaxCasino, Vera&John, OneCasino and RoyalCasino - alongside its in-house game studio, Swintt. With a strong people-led culture and a proven ability to build and scale in regulated environments, the group is well positioned to accelerate its momentum across key markets.

LCKY Group continues to expand across international markets: Sweden, Finland, Ontario, and Chile, as well as in Spain, Denmark and the Netherlands. The Group is home to a diverse and multiskilled workforce, based in a range of locations, including Malta, Stockholm, Sofia, Barcelona, Estepona, Gibraltar and Melilla.

The Group also operates in the B2B vertical through its in-house game development studio, Swintt, which delivers high-quality slot games to operators worldwide.

With an unshakeable belief in its people that’s woven into the company’s DNA, LCKY Group looks boldly to the future with a focus on building appeal in regulated market.

Learn more about us at https://www.lckygroup.com/

At LCKY Group we firmly believe that our diversity is what makes us unique and that everyone is welcome to enjoy the ride! We are committed to uphold a high level of diversity and inclusion throughout our group.