Head Of Customer Support – Netherlands

Head Of CS – Netherlands

The Head of CS – Netherlands ensures that customer support delivery in one of Europe's strictest regulatory environments is both compliant and customer-focused. This role leads Dutch first-line support teams and serves as the primary point of contact for customers within the Dutch commercial cluster. It requires a strong balance of regulatory expertise, team leadership, and commercial acumen to safeguard compliance while enhancing customer loyalty.

You will be responsible for:

• Leading first-line support delivery. Oversee Dutch frontline teams, ensuring service excellence under stringent regulatory requirements, and deliver compliant and customer-focused support across all channels.
• Driving operational excellence. Track key KPIs such as SLA compliance, responsible gaming interventions, and CSAT, and ensure frontline teams meet the highest regulatory and service standards.
• Acting as commercial cluster partner. Act as the single point of contact for the Dutch commercial cluster, and present customer insights at cluster meetings, highlighting compliance-sensitive trends, and follow up on action points that impact customer experience.
• Championing the voice of the customer. Collect insights on Dutch player behavior, payments, and regulatory touchpoints, and ensure customer feedback informs both compliance adherence and commercial strategy.
• Enabling team leadership. Lead and coach Dutch CS Team Leaders, instilling a culture of accountability, compliance, and excellence, and provide support to ensure agents handle regulatory scenarios effectively.
• Collaborating across functions. Work closely with central Tier 2, QA, Training, and WFM to strengthen compliance alignment and escalation pathways specific to Dutch regulation.
• Leveraging data & insights. Partner with Analytics and Insights teams to track customer journeys and compliance trends in the Netherlands, and share findings with leadership to inform market planning and product development.

Our successful candidate will have:

• Minimum 5 years' iGaming industry experience, preferably in Operations, with strong knowledge of Dutch market regulations.
• Minimum 2 years of previous experience in a leadership role.
• Proven ability to lead CS teams in regulated, high-compliance environments.
• Skilled in balancing regulatory requirements with customer service excellence.
• Strong track record of influencing commercial and compliance decisions based on customer insights.
• Excellent leadership and stakeholder management skills at a senior level.
• Experience in Dutch localisation of customer support tools and training.

At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We're a team of over 1800 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 16 offices worldwide.

Benefits include:

• Competitive salary based on your experience.
• Well-being allowance to support your active lifestyle.
• Work from anywhere in the world for up to 4 weeks per year.
• Private health insurance to keep our Team Leo healthy and happy.
• Personal development plan to help you reach your goals and ambitions.
• Employee assistance program to help and guide you in challenging moments.
• Roaring discounts all over Malta island for you to explore.
• Team activities and events to have some well-deserved break and a bit of fun!
• If you are not based in Malta, we will also provide you with a relocation package, which includes 3-week accommodation and flight!

Join us! In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don't wait around for things to happen, we pounce and make it happen! If you think you would be a good fit for the Leo pride - give us a roar! As our company working language is English, we'd like to see your CV in English please.