Player Experience Team Leader

The CompanyLottomart Games is a rapidly growing jackpot entertainment brand offering players the best in slots, progressives, live games, table games, instants, lottery betting and exclusive scratchcards. We've been live since 2019, but still consider ourselves a start-up at heart; there's still plenty to go and tons of opportunity for talented people to progress quickly. We're small for now, but with big ambitions. We're big enough to reward staff loyalty with a great benefits package. As we continue to scale, we’re refining our support structure to ensure players receive high-quality help whenever they need it.

Our Player Experience team now operates as a standalone support function focused on resolving player queries quickly, clearly, and effectively. We are now looking for a Player Experience Team Leader to help guide the day-to-day output of the team. The RoleBased in our Gibraltar office and reporting to the Player Experience Manager, the Player Experience Team Leader is responsible for overseeing the daily operations of a group of frontline specialists. You’ll be on hand to answer questions, review live cases, provide coaching, and ensure the team delivers consistently high service across all contact channels.

You’ll also contribute to training, scheduling, reporting, and process reviews. This is a role for someone with strong communication skills and a good understanding of what quality service looks like in a high-volume, regulated environment. Key responsibilities include:

Team Support and OversightAct as the first line of support for Player Experience Specialists during live shiftsMonitor queues and ticket status to ensure team SLAs are maintainedStep in on complex or escalated player queries where neededSupport the creation and management of daily rotas and shift coverageCoaching and DevelopmentCarry out QA reviews on live chat, email, and callsProvide 1-to-1 coaching and feedback to help improve tone, accuracy, and speedContribute to the onboarding and training of new joinersHighlight training gaps or process issues to the Player Experience ManagerContact Quality and EfficiencyEnsure that player contacts are resolved correctly on first touch, wherever possibleCheck that promotions, payment issues, and verification steps are handled in line with procedureEncourage the team to use internal macros as a guide, not a script, so responses stay helpful, accurate, and feel like they’re coming from real people, not robots.

Team Communication and CollaborationMaintain clear shift handovers and internal updates between day and night teamsSupport the Player Experience Manager with weekly reporting and insight sharingWork closely with marketing and operations support on campaigns or product changes that affect volumesYour ProfileThis role suits someone with strong support experience, a practical mindset, and the ability to lead by example. You’ll need to be confident handling players directly, as well as guiding your team to do the same under pressure. What We’re Looking ForBackground in customer service, ideally in the online gaming industryStrong understanding of contact handling tools (e. g.

Zendesk)Experience delivering feedback and coaching in a fast-paced environmentAble to spot blockers or inefficiencies in workflows and raise them earlyA calm, focused approach to busy shifts and player escalationsExcellent written and verbal communication skillsRole SpecificsReports to: Head of Player OperationsHours: Shifts between 08: 00 - 22: 00Days: Any 5 days from 7, scheduled in line with team needs. Flexibility: Some shift flexibility will be required to support known periods of increased activity or to provide holiday coverTeam BenefitsWe care about you, your health, and your wellbeing.

That’s why we’ve put together a comprehensive benefits plan to give you peace of mind, allowing you to focus your amazing talents on what you do best. Here’s what we offer all permanent employees: Private Medical Cover: Our comprehensive plan is designed to supplement the state healthcare that you currently receive while giving you ample coverage for life’s bigger unexpected events. The plan is free of charge and covers you individually for both physical and mental health. To extend your coverage to include your partner and dependents (i. e.

family plan) at a discounted rate, you can pay an extra fee that is automatically deducted from your salary. Birthday Day: Working on your birthday is a thing of the past. At Lottomart, we want you to celebrate your special day in style as a paid extra day off above and beyond your standard holiday entitlement. Enjoy!Thank Holidays: Lottomart will designate a minimum of 5 days per calendar year which will be Lottomart 'Thank Holidays' on which our employees can take the day off as a thank you for all of the hard work they put in every day.

Pay It Forward Day: Every year we will cover up to a full working day’s pay to give you the time to dedicate yourself to a cause you care about. Make a difference by contributing to your local community, helping people, caring for animals, or protecting the environment. Death in Service Cover: If something happens to you while working for Lottomart, this policy will pay out multiples of your annual salary to take care of your family. Pension: We have a pension scheme in place to help you plan for your future.

Fresh Fruit & Pizza Fridays! We provide a healthy fruit snack area if you’re feeling like something fresh during the day. For something a bit more decadent, we order all kinds of enormous pizzas from Pizzeria Place outside Casemates to end the week on a high note. Gym Membership Discount: Ready to work up a sweat? You’ll be eligible for an employee discount for any gyms in the Infinity Group, which includes Atlantic Suites, Ocean Village, Sunborn, and Reshape & Rumble. Fast Learning & Growing: Despite being a few years old, we still think of ourselves as a start-up.

That means that there are plenty of opportunities to learn, expand your responsibilities, and turbocharge your career growth that you might not otherwise have in a large corporation.