# Customer Experience Team Leader - Twilight/Night Shift

> ComeOn Group · St. Julian's, Malta (Hybrid) · Full-time · Posted 2026-06-10

**Workplace:** hybrid

**Department:** Operations

## Description

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.

Location: St. Julian’s, Malta (Hybrid)

**You’re a great match for this role if you:**

-   Fluent in English, written and spoken. Fluency in Danish, Polish, Swedish, Finnish, Dutch, or Scandinavian is seen as a plus
-   Have proven experience in Customer Service, with strong leadership, communication, and interpersonal skills
-   Are knowledgeable about iGaming, sports betting, casino, and payment processes
-   Thrive in fast-paced environments and enjoy motivating teams with a positive, proactive attitude
-   Are comfortable sharing ideas, providing solutions, and working flexible shifts
-   Have a sharp eye for detail, a strong work ethic, and a passion for delivering outstanding customer service
-   Proven capability to maintain peak focus, productivity, and leadership presence during a 15:00 to 00:00 window and at night.

**What You’ll Be Doing:**

-   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.

**Learn and Grow with Us**

Through the ComeOn Academy, you’ll get access to ongoing training, personal development opportunities, and support to help you grow your career within the company.

**What’s In It for You?**

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

**A Bit About ComeOn Group**

We’re a global iGaming business, home to a portfolio of exciting casino and sportsbook brands across various international markets. With 500+ talented employees across 7 locations, we’re committed to creating safe, innovative, and fun experiences for our players.

We’re proud to be a diverse team and an equal opportunity employer. All applications are considered fairly and with respect.

Want to know more about us? Just visit our website [www.comeon-group.com](http://www.comeon-group.com/) or any of our social media channels to take a deep dive into our culture!

[LinkedIn](https://www.linkedin.com/company/comeon-group)

[Instagram](https://www.instagram.com/wearecomeon/)

[Glassdoor](https://www.glassdoor.com/Overview/Working-at-ComeOn-Group-EI_IE864945.11,23.htm)[](https://apply.workable.com/comeon-group/j/0E67C740D5/apply/)

## Apply

[Apply at ComeOn Group](https://apply.workable.com/comeon-group/j/D23FDA39E4/apply)

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