Head of Support

Play’n GO leads the global Gaming Entertainment industry with an unrivaled ability to play nice with others while supplying cutting-edge casino games and bespoke back-office solutions. Thanks to our ever-passionate creative and technical chops, we keep growing. Are you game?

We are looking for a Head of Support to lead our growing Service & Support team in Malta.

This job is for you if you want to lead the industry’s best support organisation. Delivering 24/7 best-in-class support for our customer-partners is vital to our growth and theirs. Being proactive, clairvoyant and keenly responsive yourself are good clues that this opportunity for excellence is yours.

Here, you GO. The everyday heroism of the world-class support team that you lead and strengthen will be a magnet for praise, not only from our customer-partners, but from other Play’n GO departments. Your stellar support team will also be a magnet for new talent eager for a career in one of the most successful companies in the industry.

Great support gets our support. At Play’n GO, we take pride in our mindset of service. It sets us apart. It is also what makes our key values; Quality, Energy and Trust, much more than promises; They are the feelings we share—especially when the global team you build is inspired to pull out all the stops proactively to make sure the good times roll. That’s what makes us Play’n GO.

Are you one of us?

Responsibilities

  • Manage daily performance and oversee direct-reporting 
  • Follow-up all tickets and ensure their timely resolve according to Service Level Agreements  
  • Ensure escalated tickets are addressed and resolved 
  • Manage team staffing and shift-scheduling across multiple offices for 24/7/365 readiness  
  • Assist directly with the ticket volume when needed  
  • Oversee the ticketing system, applicable policies and processes  
  • Oversee support-related processes, workflows, knowledge articles and documentation  
  • Take responsibility for your team’s KPIs
  • Initiate and implement process-improvement projects 
  • Manage your team to ensure high performance by meeting/aligning business goals  
  • Uphold and advocate Company values and adherence to Company rules and regulations 
  • Ensure your team supports the Play'n GO culture 
  • Motivate improvements & help people adapt, improvise & thrive with change
  • Focus your team on the effective execution of delivery and strategy 
  • Ensure your team’s compliance with processes and align activities  
  • Provide and receive open, constructive feedback on performance, behavior and skills 
  • Conduct performance reviews according to Company policies/processes in cooperation with Human Resources and your Reporting Manager
  • Conduct salary reviews according to Company policies/processes in cooperation with HR and your Reporting Manager 
  • Work with HR to resolve employee issues
  • Drive recruitment activities for your team  
  • Enhance your team’s competence and skills through training plans 

Our ideal candidate sees the big picture: you have a big heart for people and a passion to create wonderful workplaces that nurture personal growth and inspire collaboration. Your exceptional people skills and ability to communicate across borders and cultures makes you one of us. In addition, you are a leader. Your past experience leading teams will inform the leadership skills and relationship guidance that you give to our other leaders. You are all of that, in one go.

 Requirements

  • Experience building and managing a support team (gaming industry operator or supplier experience is a plus)
  • Documented leadership experience
  • Knowledge of Jira and Zendesk or similar tools
  • Excellent communication skills
  • English, both written and verbal, and preferably at least one more language
  • Shift-schedule management experience

Get in here. We need your mojo, your moxie and your beautiful mind. You were made to make a difference and you can do that here. You will be rewarded with challenges. You will thrive in secret, and in collaboration. Together, we will amplify enthusiasm, add skill sets and exceed expectations. And quickly. This industry works fast.

Are you game? Tell us about your superpowers.  

Please note that the position will remain open until the right candidate crushes it.

Or, know someone who would be a perfect fit? Let them know!

Sliema, Malta

The Point Shopping Mall
TP 01 Tas-Sliema Directions info@playngo.com

What You Get

You’ll be working in a company that believes in the importance of being comfortable and enjoying the company around them. As well as finding yourself a fulfilling role you’ll also have access to:

Office perks
Great benefit
Social activities
Excellent work-life balance
Amazing office environments
A relaxed and fluid way of working
Personal development programme

Here at Play’n GO we live by the mantra We Are Game…are you?

 

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Who We Want

Everybody is looking for the best and the brightest, but that’s not the only thing we’re about here at Play’n GO. We’re looking for enthusiastic, hardworking people dedicated to reaching new heights and pushing themselves to the next level.

Just as important, we’re looking for the right people to fit into our family here. We want fun-loving, energetic individuals who want to work in an exciting, active environment surrounded by like-minded people.

Sound like you? Of course, it does! Check out our vacancies and find your perfect position today!

 

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Already working at Play'n GO?

Let’s recruit together and find your next colleague.

email
@playngo.com