Customer Experience Manager

About Tombola

Tombola is the UK and Europe's most popular bingo site, and we're growing our Malta operations. We're looking for a Customer Experience Manager to lead our support team and drive world-class service standards.

Responsibilities

• Lead and develop a team of customer support agents
• Define and track KPIs for customer satisfaction (CSAT, NPS)
• Handle escalated complaints and liaise with regulatory bodies
• Develop training programmes and improve processes

Requirements

• 3+ years in a CX leadership role, preferably in iGaming
• Strong knowledge of responsible gambling practices
• Excellent written and spoken English