CS Team Lead (Norwegian)

About the role

Harbour Point Customer Services Ltd is a Malta-based outsourced customer service centre specialising in multilingual support for iGaming and tech-enabled brands. We operate from modern offices in St Julian’s and support multiple European markets with a focus on quality, compliance and customer-first service.

As CS Team Lead (Norwegian) you will supervise a small team of Norwegian-speaking agents, coach daily performance, handle escalations and work closely with operations and compliance to maintain SLA targets. The role blends people management, operational reporting and hands-on customer handling when required.

This role is ideal for someone with solid frontline experience in customer support (preferably iGaming or payments), strong leadership instincts and excellent Norwegian and English. We offer structured training, clear progression paths into senior operations roles and a hybrid working model to support work–life balance.

About Harbour Point Customer Services Ltd

Harbour Point Customer Services Ltd is a mid-sized BPO focused on multilingual customer service for iGaming and fintech clients across the Nordics and Western Europe. We combine local Maltese operations expertise with international standards in QA and compliance.

What you can expect

• Modern office in St Julian’s with hybrid options
• Structured training and team coaching programmes
• Performance-related bonus scheme
• Clear career progression into senior operations roles

Key responsibilities

• Lead and mentor a team of Norwegian-speaking customer service agents, fostering a customer-first mindset.
• Monitor KPIs (AHT, FCR, CSAT, response SLAs) and implement improvements to meet SLA targets.
• Handle complex or escalated customer enquiries in Norwegian and English.
• Create and deliver regular performance feedback, 1:1 coaching and team training sessions.
• Manage scheduling and shift rotas to ensure adequate coverage, including weekends/peaks as required.
• Collaborate with QA, compliance and payments teams to ensure processes are followed and issues are escalated appropriately.
• Produce weekly and monthly operational reports for senior management.
• Support hiring and onboarding of new Norwegian-speaking agents and participate in interview panels.

Requirements

• Minimum 2 years’ experience in customer support and at least 12 months in a supervisory or team lead role.
• Native or fluent Norwegian (written and spoken) and strong English skills.
• Experience working with ticketing/CRM systems (e.g. Zendesk, Freshdesk) and familiarity with reporting tools.
• Proven ability to meet KPIs in a high-volume, process-driven environment.
• Comfortable working shifts including evenings and occasional weekends; flexibility for roster changes.
• Strong coaching, problem-solving and escalation-management skills.
• Right to work in Malta (EU/EEA citizens or candidates with valid work permission).

How to apply

Send your CV and a short cover note explaining your leadership experience, Norwegian language level and earliest start date. Include notice period where applicable.