Head of Support

We are looking to hire a Head of Support to build a world-class Partner experience in Malta!

As Head of Support at Fast Track, your mission is to build and nurture a world-class partner support function that delivers immediate response, 90% first contact resolution (FCR), and 95% customer satisfaction (CSAT) on every interaction.

You will lead the team responsible for supporting our partners across their entire journey, from onboarding through to complex technical challenges. This includes owning support, delivery strategy, team development, tooling, and performance.

The role demands a relentless focus on responsiveness and quality, supported by an AI-first support tech stack that enables scalable, proactive service. You’ll ensure our partners always feel heard, supported, and successful. 

This is a unique opportunity to build a high-performing, proactive support operation that not only serves but sets the global benchmark for excellence in the industry.

Your responsibilities as a Head of Support at Fast Track would include:

Leadership and development 

• Build and lead a team of world-class support professionals 

• Coach and mentor the team to maximise its potential

• Create a culture of ownership, collaboration, and continuous improvement 

Operations strategy 

• Define and evolve the support delivery model (channels, shifts, SLAs, escalation routes)

• Efficient workflows and process optimisation across tools and internal platforms

• Champion automation, self-service, and AI

Quality and performance

• Track and report on KPIs, including response times, resolution metrics, and NPS

• Set and uphold standards for first-time resolution, communication quality, and product knowledge

Cross-functional collaboration

• Act as the voice of the partner across internal teams, influencing the product roadmap based on insights

• Work closely with Partner Managers, Integration Managers, Tech Support, Dev, etc., to ensure fast and effective resolution of issues

• Feed into/contribute towards Knowledge base development and partner enablement materials

Scalability and growth

• Design a support structure that can scale globally, including potential shift-based or regional models

• Drive initiatives that reduce inbound volume and increase partner satisfaction 

• Identify tooling enhancements and integrations to improve workflows
  

• Strong experience in  leading a successful support function within Customer/ Partner Support in high-growth environments such as SaaS

• Demonstrated ability to mentor and develop team members, foster growth mindsets, and build career paths

• Ability to define support models aligned with business goals, including multi-channel and 24/7 coverage strategies

• Experience defining and enforcing standards in service communication, technical accuracy, and resolution excellence.

• Possess a proactive mindset to prevent issues and reduce inbound volume through root cause analysis and product/partner feedback loops.

•  Experience scaling support operations (teams and processes) 

• Stakeholder management skills to influence across all levels 

• Strong people management skills, able to inspire, drive and consistently deliver with high-performing teams

• Must be fluent in both verbal and written English, and other languages will be an additional benefit

• Tech-savvy: You have the necessary technical skills and experience needed to perform the role. You are well-informed about modern technology, and have a curiosity and understanding to stay agile, and are open to new technological and disruptive developments and advancements

Working at Fast Track

Fast Track is a disruptive technology company, recognised as the iGaming industry CRM leader. Fast Track provides a new way of working, enabling teams to focus on innovation and growth. We are a tight unit with a strong culture, and our leadership in tech and the product has attracted high-performance individuals. Fast Track works with hundreds of companies worldwide, with offices in Malta, Sweden, Spain, and the United States, and has been certified as a Great Place To Work®️

Applicants from abroad
Relocation program included (if required); we pay for your flights for you and your family, shipping, and accommodation for the first 2 weeks.

Perks and Benefits of Working at Fast Track in Sliema, Malta

• Great Place to Work® Certified – Officially recognised for our commitment to building an engaging, high-trust culture.

• Collaborative Onsite Work Environment – Be part of a dynamic, innovation-driven team in an open, inspiring workspace.

• Best office on the Island - Work in Sliema with an amazing terrace and sea view

• Be part of our yearly Growth Summit – Join our global team for an inspiring event to connect, collaborate, and celebrate together.

• Parking - Enjoy hassle-free commuting with complimentary parking

• Wellbeing Benefit – We sponsor your well-being activities such as gym memberships or fitness classes to support your health, and feel free to join our internal fitness communities, including (Yoga, Football Padel, and Running)

• Private Health Insurance – Comprehensive coverage for you through Atlas.

• Mental Wellbeing – 24/7 access to mental health support, to support your mental wellbeing needs.

• Top-of-the-line Equipment – Best-in-class MacBooks and all the tools you need to excel.

• Breakfast Every Day – Start your morning with a complimentary, healthy breakfast at the office.

• Mobile Plan - We cover your mobile plan

• Fast Track discounts - Get different discounts from nearby shops and restaurants