Customer Experience Team Leader - Twilight/Night Shift
Join us as a Customer Experience Team Leader Twilight/Night Shift – go beyond support! As the CX Team Leader for our Twilight and Night operations, you are the guardian of our customer experience during our critical second-shift window (15:00-00:00 with a possibility to move to a night shift rotation in the future). You will manage a dedicated team ensuring operational continuity, seamless handovers from the daytime crew, and consistent delivery of our service level agreements (SLAs). This role requires an independent, high-energy leader who thrives in a self-directed environment and takes pride in owning evening operations.
- Oversee real-time queue management, monitoring service levels (SLA), customer satisfaction (CSAT), and response times during evening hours.
- Manage the transition from the daytime team, ensuring customer experience channels continue uninterrupted, and prepare shift reports for the morning management team.
- Dynamically adjust agent positioning across live chat, email, and phone channels based on real-time spikes in volume.
- Hire staff with the aim of establishing a proactive team functioning with high standards.
- Build & Inspire High-Performing Teams; Hire, coach, and empower staff to deliver exceptional customer experiences.
- Drive Performance & Growth; Set clear goals, monitor KPIs, and implement development plans for continuous improvement.
- Optimize CX Operations; Collaborate across teams to ensure seamless coverage and efficient workflows.
- Champion Compliance & Best Practices; Ensure AML, Fraud, Responsible Gaming, and company standards are always met.
- Create an Engaging Team Culture; Organize motivational initiatives, team events, and foster a proactive, on-brand work environment.
- Independently handle system outages or critical emergencies using established protocols, coordinating with on-call engineering teams if necessary.
- Fluent in English, written and spoken. (required)
- Fluency in Danish, Polish, Swedish, Finnish, Dutch, or Scandinavian is seen as a plus. (preferred)
- Proven experience in Customer Service, with strong leadership, communication, and interpersonal skills. (required)
- Knowledgeable about iGaming, sports betting, casino, and payment processes. (required)
- Thrive in fast-paced environments and enjoy motivating teams with a positive, proactive attitude. (required)
- Comfortable sharing ideas, providing solutions, and working flexible shifts. (required)
- A sharp eye for detail, a strong work ethic, and a passion for delivering outstanding customer service. (required)
- Proven capability to maintain peak focus, productivity, and leadership presence during a 15:00 to 00:00 window and at night. (required)
- Competitive salary + bonus scheme
- Hybrid working model with flexibility between home and office
- One-time bonus to help you set up your home workspace (we are truly hybrid)
- Work remotely for up to 40 days per year from anywhere in the world
- Private health insurance and a flexible wellbeing allowance for initiatives that support your wellbeing.
- Complimentary breakfast and lunch on select days, as well as great in-office events happening throughout the week.
- Fun quarterly team events and social gatherings
Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations. So - what can you expect from ComeOn as a place of work? At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for their inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a #runtogether spirit and we always make sure to top it up by #havingfun! The ComeOn Moment That moment when right before the roulette ball stops, or during when the penalty shoots out in the world cup final, when time slows down, when every heartbeat can be felt, when you think, whisper or scream ComeOn, ComeOn, ComeOn! You don’t have to be a gambler to work at ComeOn Group, but you have to understand the power of having something at stake, with the potential to win or lose. We have all experienced this, if not with money on the table, maybe it was our hearts!