Job Description

Join our vibrant team at Rank International! We are seeking a Customer Service Team Manager who will play a pivotal role in managing the day-to-day operations of our Portuguese market from our Malta office. This role is focused on ensuring strong operational performance, leading customer service teams, and maintaining high standards of service delivery across all channels.

This position is crucial for driving team performance, ensuring operational excellence, and maintaining high levels of customer satisfaction, while working closely with the wider Customer Service management team.

Key Responsibilities:

• Leadership and Team Management: Lead a hybrid team of customer service agents and chat moderators supporting the Portuguese market. Conduct performance reviews, manage scheduling, and ensure all team targets for quality, productivity, and KPIs are consistently met. Responsible for hiring, onboarding, and training new team members to build a strong and engaged team.
• Operational Management: Take ownership of the day-to-day customer service operations for Portugal, including resource allocation, monitoring service levels across all channels, and ensuring adherence to schedules and operational targets.
• Stakeholder Engagement: Act as a key point of contact between customer service and other departments to resolve issues efficiently and improve service processes.
• Process and Performance Improvement: Monitor team performance closely, analyse KPIs, and identify areas for improvement. Support the continuous optimisation of workflows, tools, and processes to improve efficiency and service quality.
• Escalation and Issue Resolution: Serve as the first point of contact for complex or high-impact customer issues, ensuring timely and effective resolution.
• Service Accountability: Maintain accountability for customer service quality across all servicing hours. Ensure that all customer interactions meet the company’s standards for professionalism, accuracy, and effectiveness.
• Management Collaboration: Work closely with the Customer Service Team Manager for Spain in a co-management model, ensuring alignment, consistency, and shared best practices across both markets.

Qualifications

• Native European Portuguese speaker with strong English skills (Spanish is considered an advantage).
• Proven experience in customer service management, preferably within the gaming or related industry.
• Strong proficiency in Microsoft Office and experience with CRM systems such as Zendesk (preferred) or Salesforce. Knowledge of Jira is desirable.
• Strong experience in team management, performance tracking, and KPI-driven environments.
• Higher educational background is preferred, though not mandatory. Relevant experience and practical skills are equally valued.

Personal Qualities:

• Leadership: Strong ability to lead, coach, and develop teams, with a focus on performance and accountability.
• Strong sense of ownership and responsibility, with a hands-on approach to operations.
• Communication: Excellent communication skills, with the ability to manage stakeholders and resolve issues effectively.
• Problem-solving: Ability to identify operational challenges, analyse root causes, and implement practical solutions.
• Resilience: Comfortable working in a fast-paced environment, managing multiple priorities, and adapting to change.

Additional Information

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

You’ll get a competitive salary combined with some great benefits.

Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.

We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.