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DESCRIPTION
Are you fluent in Maltese and passionate about leading high-performing customer service teams?
We are looking for a Maltese-speaking Team Lead to join a fast-growing digital support team for one of the world’s leading e-commerce platforms. This is a fully remote opportunity where you’ll manage and mentor a dynamic, international team, ensuring exceptional service delivery across multiple channels including chat, voice, and email.
About the Role
As a Team Lead, you will oversee and guide a team of customer service agents, ensuring daily operations run smoothly and KPIs are consistently met. You’ll handle escalations with professionalism, coach team members to grow in their roles, and foster a positive work environment that reduces staff turnover. If you’re a natural leader who thrives on solving problems and inspiring teams, this could be your next career move!
Key Responsibilities
- Lead and manage a team of customer service agents in a remote-first environment
- Oversee daily operations and ensure service delivery aligns with KPIs
- Handle escalations with professionalism and anticipate service risks
- Conduct performance reviews, coach agents, and drive employee growth
- Foster a positive work environment to reduce staff turnover
REQUIREMENTS
What We Are Looking For
- Fluency in Maltese (B2/C1) and English (B2+) – both written and spoken
- Minimum 1 year in a leadership role within customer service
- Bachelor’s degree or equivalent
- Strong people management, conflict resolution, and KPI monitoring skills
- Experience managing remote teams
- Calm, empathetic, and proactive approach to problem-solving