Shift Supervisor

Pentasia; Belo Horizonte; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A leading customer service company in Belo Horizonte is searching for a Shift Supervisor to oversee customer operations in a fast-paced iGaming environment. The ideal candidate will have strong supervisory experience and skills in coaching customer service teams. Responsibilities include managing escalations, maintaining service levels, and ensuring exceptional customer support. This role is essential for delivering high-quality service within a 24/7 operational setting.

Qualificações

• Experience in a supervisory role within a customer support environment.
• Strong knowledge of support processes and performance tracking.
• Ability to manage escalations effectively.

Responsabilidades

• Supervise customer operations and ensure SLA monitoring.
• Act as primary support for agents and manage escalated customer issues.
• Collaborate with other departments to resolve customer issues.

Conhecimentos

Coaching skills

Excellent communication

Customer service knowledge

Decision-making

Descrição da oferta de emprego

Shift Supervisor Department : Customer Operations Type : Full-time - CLT

Main Responsibilities

• Supervise customer operations during scheduled shifts, with a focus on live SLA monitoring, identifying service disruptions, and recognizing trends.
• Act as the primary point of support for agents, providing guidance, answering questions, and coaching during the shift.
• Manage escalated customer issues, including those related to payments, KYC, VIP services, affiliate matters, and technical cases.
• Assist with handling support tickets during peak demand or when team coverage is low.
• Ensure all escalations are managed in line with the company's 24 / 7 escalation procedures.
• Collaborate with other departments such as product, tech, and marketing to resolve multi-faceted customer issues.
• Support the distribution and implementation of updated training materials, tools, and process documentation.

Desired Experience

• Experience in a supervisory or leadership role within a customer support environment, ideally in iGaming, fintech, or digital entertainment.
• Skilled in coaching and developing customer service teams.
• Strong knowledge of support processes, quality monitoring, and performance tracking.
• Comfortable making quick decisions and resolving urgent, high-impact support issues.
• Excellent communication and interpersonal skills.
• Project coordination or cross‑functional team experience is considered an advantage.

Key Attributes

• Confident and supportive leadership style.
• Calm under pressure with a proactive, solution‑focused mindset.
• Strong customer focus and dedication to service excellence.
• Committed to ongoing personal and team development.

About the Role: This role is central to delivering high-quality customer service within a 24 / 7 operational environment in the iGaming and digital entertainment industry.

The Shift Supervisor is responsible for leading the support team during their shift, ensuring that customer issues are resolved promptly and service levels are maintained.

The position requires strong leadership, the ability to manage escalations, and a solid understanding of support operations in a fast‑paced setting.