Head of Customer Support - Netherlands

Our client, a large international leader in the iGaming industry, is seeking a Head of Customer Support - Netherlands to lead customer support operations in one of Europe’s most highly regulated markets. Reporting to senior operations leadership, this role is responsible for ensuring that all Dutch support functions operate with full compliance under the Kansspelautoriteit (KSA) while maintaining exceptional customer experience and service standards.

This is a key leadership position requiring a strong balance of regulatory expertise, commercial insight, and operational excellence. The successful candidate will act as the main link between Dutch Customer Support, Compliance, and the Commercial teams, ensuring that service delivery remains customer-focused, compliant, and aligned with business goals.

Location: Malta

Responsibilities:

As Head of Customer Support - Netherlands, your broad responsibilities will include but are not limited to:

Customer Support Leadership

• Oversee Dutch frontline support teams, ensuring consistent service quality and full compliance with KSA regulations.
• Lead and coach Team Leaders to promote a culture of accountability, excellence, and customer care.
• Maintain and optimise first-line delivery standards across all channels.

Operational Excellence

• Monitor and improve key metrics including SLA compliance, responsible gaming interventions, and CSAT (Customer Satisfaction).
• Ensure adherence to internal service standards and regulatory expectations.
• Implement operational improvements to enhance efficiency and reduce escalations.

Commercial Partnership

• Serve as the main point of contact for the Dutch commercial cluster, contributing insights on customer behaviour, sentiment, and compliance-sensitive trends.
• Collaborate with cross-functional teams to translate customer insights into actionable business improvements.

Customer Experience & Insights

• Champion the voice of the Dutch customer by analysing feedback, identifying key pain points, and driving service enhancements.
• Provide market insights related to player behaviour, payments, and regulatory touchpoints.

Cross-Functional Collaboration

• Work closely with Tier 2 Support, QA, Training, and Workforce Management teams to ensure smooth operations and alignment with regulatory frameworks.
• Strengthen escalation processes and quality controls specific to the Dutch market.

Data and Performance Management

• Partner with Analytics and Insights teams to track performance trends and compliance-related KPIs.
• Use data to inform decisions that support both customer satisfaction and operational compliance.

Requirements:

• Minimum 5 years of experience in the iGaming industry, preferably in customer support or operations.
• Strong knowledge of Dutch market regulations (KSA) and compliance requirements.
• Minimum 2 years of leadership experience managing multilingual or regional teams.
• Native or fluent Dutch speaker with excellent English communication skills.
• Proven ability to manage customer support teams in high-compliance environments.
• Skilled in using customer insights to influence both commercial and compliance strategies.
• Experience in Dutch localisation of support tools, training materials, and workflows.

This is an exceptional opportunity to apply your expertise and contribute to the success of a high-performing organisation with a global presence.

What we offer:

Competitive Compensation: You will receive a highly competitive compensation package, which includes a competitive base salary, performance bonuses, and other incentives, all reflective of your experience and contribution.

Work-Life Balance: We value work-life balance and offer flexible working arrangements, recognising that achieving your best in your career requires a healthy balance between work and personal life.