Head of Customer Service
Come and push your journey to the next level!
At
Immense Group, we are guided by our core values of passion, boldness, and integrity. We strive to create an environment where our people thrive, driven by a love for innovation and a commitment to delivering exceptional player experiences. If you’re passionate about iGaming and Customer Service Operations, bold in your approach, and act with integrity, we’d love for you to join our team as the Head of
Customer Service.
A taste of what you’ll do
The Head of Customer Service role is a people’s person role. The main responsibilities include operational leadership, effective resource planning and performance of the Customer Service department at Immense Group. The role oversees a team consisting of several operational tiers, and is accountable for ensuring consistent, high-quality support delivery across all channels.
The Head of Customer Service is also responsible for driving automation and process optimisation, ensuring compliance with regulatory and licensing requirements, managing the full complaints process, and fostering a strong performance culture through effective leadership.
- Lead and develop a structured support team to deliver exceptional service standards across all touchpoints
- Own the end-to-end complaints process, ensuring escalations are handled professionally, within regulatory timelines, and with root cause analysis for continuous improvement
- Drive process optimisation through automation, knowledge base development, and workflow redesign – with a clear focus on scalability and efficiency
- Collaborate closely with interdepartmental teams to align support delivery with both business and regulatory requirements
- Define, monitor and report on key performance indicators, using insights to continuously improve service quality and team output
- Maintain full awareness of industry regulations, licensing obligations, and customer interaction requirements, ensuring all support practices are audit-ready and aligned
- Foster a proactive coaching culture, developing team leaders and staff through structured feedback, training, and development planning
- Represent the voice of the customer across the business and contribute to improving the overall player journey, satisfaction, and retention
- Lead departmental projects related to platform upgrades, automation, and process improvements
- Oversee departmental resource planning, recruitment, onboarding, and performance reviews in collaboration with HR
- Champion company’s values and promote a resilient, accountable and engaged culture
Who and what we are after?
- Minimum 3 years of experience in the iGaming industry, with a strong understanding of player support operations, regulatory environments, and service expectations
- Proven track record of leading and developing multi-tiered operational teams in a fast-paced, multilingual environment
- Hands-on experience with customer service platforms, QA tools, and knowledge base systems, and other support technologies
- Demonstrated ability to drive support automation, optimise workflows, and manage change within dynamic operational environments
- Solid understanding of industry standards, licensing frameworks, and compliance requirements impacting customer operations
- Competence in managing the full complaints lifecycle, including escalations, root cause analysis, and continuous improvement initiatives
- Strong data literacy with the ability to interpret KPIs and drive data-informed decision-making
- Effective communicator, both written and verbal, with a confident and structured coaching style
- Skilled in cross-functional collaboration
- Adept at prioritising, structuring, and delegating tasks while remaining flexible to evolving business needs
- Strong alignment with Immense Group’s values and commitment to player care and operational excellence
- Resilient and accountable, with the ability to thrive in a dynamic, high-growth environment
- Fluency in English required; additional languages are considered a plus
Employee benefits
- Private health insurance – because your wellbeing matters to us
- Wellness allowance – up to €300 per year
- Fresh and healthy Breakfast
&
Lunch prepared everyday in our penthouse kitchen – you can save up to €3,000 a year
- Birthday leave – as we want you to celebrate your day
- Company and team-building events – trust us, these are legendary
- Many onsite activities – weekly yoga class, occasional massage sessions, happy hours each month etc.
- Relocation package to Malta, including flight and two weeks of accommodation
- And much more – see for yourself!
Meet all the eligible criteria? Apply today and join the Immense Group team.
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