Customer Support Team Leader with Italian

We're looking for
a Customer Support Team Leader
with Italian and English
to oversee and optimize our Italian-speaking support team in the iGaming industry. This role is central to ensuring top-tier service, team efficiency, and alignment with our brand values.

Project: Netbet

Since 2006, NetBet has delivered the ultimate online casino and sportsbook experience for its players across the globe. Alongside sports betting and casino, players have also enjoyed Lotto, Live Casino, and Poker products.

With access to multiple languages across all its registered markets, thousands of industry-leading casino games, and daily sports events, NetBet has evolved into one of the world's favourite online gaming brands.

What You'll Bring:

• Minimum 3 years' experience in customer support role.
• At least 1,5 years of experience as a team leader or supervisor.
• Fluency in Italian and English, both written and spoken.
• Strong understanding of iGaming operations and the player journey (preferred).
• Excellent leadership, conflict resolution, and time management skills.
• Proven ability to analyze support metrics and drive performance improvements.
• Strong communication and interpersonal skills, with a customer-centric mindset.

Your Responsibilities:

• Team Leadership
  : Manage and coach the Italian-speaking Customer Service team, fostering high performance, accountability, and a positive team culture.
• Operational Oversight
  : Monitor KPIs and service levels, ensure daily operations run smoothly, and implement improvements where needed.
• Customer Experience
  : Ensure timely, professional responses to customer inquiries, resolve escalated issues, and maintain service excellence across all channels.
• Cross-Department Collaboration
  : Work closely with Tech, Payments, Risk/Fraud, CRM, and Product teams to report bugs, follow up on technical issues, and improve player experience.
• Training & Onboarding
  : Oversee onboarding of new agents, coach junior staff, and run regular performance reviews and training sessions.
• Reporting
  : Generate regular performance reports and share insights with leadership, highlighting trends and potential optimizations.
• Compliance & Quality
  : Ensure all communication adheres to regulatory standards, GDPR, and internal procedures.

Join us in creating unforgettable customer experiences and be part of our dedicated team

Why Join Us?

• Be part of a forward-thinking company in the online casino and sports betting industry.
• Join a team of dedicated professionals in a supportive, growth-oriented environment.
• Work on exciting projects that challenge your skills and help you grow.
• Competitive salary and yearly performance bonus.
• Attractive benefits, including meal tickets, coffee, and fresh fruit.
• 7card membership as part of our comprehensive wellbeing program.
• Welcome packs, trial period gifts, and special event surprises.
• Private health insurance for peace of mind.
• Transportation reimbursement for work-from-office days.
• Fun social activities like pizza days, lunch meetings, and themed parties.
• Team-building events and sports activities to foster a great working environment.
• Training and development programs to support your professional growth.
• Plus, many other exciting perks

About us

Pioneering the digital entertainment space since 2016, R.E.I Development Services stands as a testament to innovation and commitment to excellence. We partner with leading online casino and sports betting platforms (BetFirst, Casino777, NetBet), delivering unparalleled customer service and cutting-edge software and game development. Our global network offers an extraordinary platform for collaboration and communication, sparking innovation and growth.

At our company, we're more than just a team - we're a community. Come be a part of our success story

Apply today to embark on a rewarding career journey where every day is a new learning experience.