Customer Support Trainer

About the role

As a Customer Support Trainer at LeoVegas you will design, deliver and continuously improve training programmes for new and existing support agents. Your work ensures the team can handle customer inquiries efficiently while maintaining high satisfaction levels.

Key responsibilities

• Organise and coordinate onboarding workshops, refresher sessions and ongoing training events.
• Maintain and update training plans, attendance records, historic data and reporting.
• Assist QA in internal reviews, providing feedback, coaching and shadowing as needed.
• Deliver training material confidently to large groups and support the smooth integration of new starters.
• Escalate back‑office access requests promptly.
• Create training assets that align with company goals and service standards.
• Stay current on industry trends and embed best practices into curricula.
• Monitor training effectiveness through feedback and performance metrics.
• Collaborate with team leaders to identify additional training needs.
• Perform ad‑hoc tasks and, when required, handle customer enquiries via phone or live chat.

Required profile

• Strong understanding of iGaming products, services and regulatory environment.
• Proven experience in customer support, preferably within iGaming.
• Demonstrated ability to train, mentor and develop support teams.
• Excellent verbal and written communication in English.
• Strong organisational, problem‑solving and analytical skills.
• Adaptability to a fast‑paced, dynamic environment.

Required skills

• Google Slides proficiency for creating engaging training presentations.