Customer Service Team Leader  - ability to work on a rotating shift pattern Pentasia has been appointed on an exclusive basis to support the recruitment of a new operational team based in Ceuta. The role is permanent and fully remote. This new business operations centre will present the opportunity to join a very well respected company with exciting growth ambitions and be part of a very exciting future. We're looking for a proactive and people-focused Team Leader to support and guide our customer service team. In this pivotal role, you’ll collaborate closely with the Operational Management team to establish and implement efficient workflows, enhance team performance, and serve as a key connection. Your focus will be on leading a high-performing team, solving people-related challenges, and ensuring they deliver consistently outstanding service to our customers. Key Responsibilities Oversee day-to-day team operations, ensuring consistent attendance and managing leave, sickness, and time-off processes Conduct regular performance assessments, including one-to-one reviews, feedback sessions, and quality assurance checks Ensure service-level targets are met for key processes such as identity checks, document verification, and account validations Monitor team activity in real-time using dashboards, adjusting scheduling and workflow based on demand Coordinate team availability, manage holiday planning, and track overtime or attendance discrepancies Lead monthly team calls and contribute to wider business updates through quarterly leadership meetings Collaborate with internal stakeholders to improve processes and performance metrics

Customer Service Advisor – ability to work on a rotating shift pattern Pentasia has been appointed on an exclusive basis to support the recruitment of a new operational team based in Ceuta. This new business operations centre will present the opportunity to join a very well respected company with exciting growth ambitions and be part of a very exciting future. We're looking for dedicated and enthusiastic individuals to join our team as a Customer Service Advisor. The role is permanent and fully remote. In this role, you'll play a key part in shaping the experience our players have with our platform, ensuring each interaction is handled with care and professionalism. You’ll report to the Customer Support Team Lead and serve as a key point of contact for our customers. What You'll Be Doing Interacting with players through phone, email, and live chat channels Delivering a high standard of support and ensuring players feel valued Gaining in-depth knowledge of our products and services Monitoring the support dashboard and responding to changing priorities and workloads Assisting with translation tasks as required Handling ID checks, account verification, and other sensitive player information with high attention to detail What We're Looking For Fluency in Spanish & English and strong communication skills Ability to multitask effectively and manage your workload independently A proactive, self-driven mindset and strong team collaboration skills Clear and confident communicator with a passion for helping others Previous experience in a fast-paced, multitasking customer service environment A strong customer-first attitude and a commitment to resolving issues at first contact Willingness to grow through feedback and further training Comfortable using Microsoft Office tools like Word, Excel, and PowerPoint