Head of Customer Support (Relocate to Malta!)

At FUNNZ, we craft iGaming brands that people genuinely love. With teams in Malta and Marbella, we mix startup energy with deep industry roots. We believe in trust, ownership, and making things happen - with a touch of magic. Now, we’re looking for a Head of Customer Support in Malta to lead the charge in delivering exceptional, player-first experiences. If you thrive on building world-class teams, solving tricky problems, and turning feedback into gold, keep reading. What You'll Be DoingYou’ll lead and scale our customer support function, turning it into a well-oiled, player-delighting machine.

You’ll develop the strategy, set the standards, and build the team. You’ll be the voice of the player in the room - and the calm in the chaos when things escalate. Along the way, you’ll collaborate across teams to drive smart improvements, streamline tools, and make sure our support not only works, but wows. Your First 6 MonthsYou’ll define what great support looks like at FUNNZ - clear SLAs, seamless workflows, and a rock-solid player experience. You’ll mentor rising leaders and launch a training program that levels up the whole team.

Working closely with internal teams, you’ll identify friction points before they become fires, and build the feedback loops to keep us learning fast. You’ll Fit Right In If You. . . Have 3+ years leading customer support teams in iGaming, and are fully involved in the team's daily operationsTurn people into stars of the future by developing, retaining, and mentoring the teamHave built or scaled multi-channel support (chat, email, social, etc. )Know your way around support tools (Zendesk, Intercom, Salesforce. . .

)Love turning data into decisions (CSAT, FRT, KPIs are your thing)Effortlessly translate customer feedback and pain points into actionable insights for productCommunicate clearly, lead confidently, and never lose sight of the playerAre proactive, curious, and not afraid to challenge the status quoEnhance customer experience and player journeysManage and develop a fully comprehensive knowledge baseSpeak and write fluent English, and one Nordic languageHelpful BackgroundExperience with Intercom or OptimoveExperience with sportsbookWorked with agile product teamsDeep understanding of responsible gaming practicesWhat Will You Find @ FUNNZA fast-paced, flexible work culture that values autonomyOffices in Malta and Marbella - with hybrid work optionsA growing team that moves fast and supports each otherPrivate health insurance & gym access€100 monthly commute allowanceOne day off per year to volunteer for a cause you care aboutPS! Please note that this position is based in our office in Malta.