Customer Service Supervisor

Optima Total Solutions Inc; Taguig; On-site; PHP 391,000 - 614,000; Full time

Job summary

A leading online service provider in the Philippines seeks a Mandarin speaking Customer Service Supervisor to lead a dynamic team. The ideal candidate will have at least 1 year of experience in online gaming customer service, proficiency in managing operational processes, and strong leadership skills. Responsibilities include developing schedules, optimizing service performance, and handling escalations for VIP users. Full-time role offering a vibrant work environment.

Qualifications

• Minimum of 1 year of customer service experience in online gaming or a related entertainment platform.
• Strong team coordination and leadership skills.
• Proficient in core gaming operational processes such as deposits, withdrawals, and bonus issuance.
• Highly responsible and resilient in a high‑demand environment.

Responsibilities

• Develop and implement daily schedules for the customer service team.
• Monitor key customer service performance indicators.
• Drive management strategies to achieve business objectives.
• Establish and maintain standard operating procedures and training systems.
• Establish and maintain SOPs and training systems to enhance team professionalism and consistency.
• Conduct onboarding training to ensure new employees master gaming platform workflows, member tagging logic, deposits/withdrawals, and risk control policies.
• Optimize customer service scripts and knowledge base content to improve collaboration between AI chatbots and live agents.
• Handle escalations involving VIP users and high-value players, coordinating with backend, risk control, and operations teams to drive issue closure.
• Collect and analyze customer service operational data and generate regular reports to support platform strategy.

Skills

Team coordination

Leadership skills

Customer service experience

Gaming operational processes

Tools

Zoho Desk

Zoho CRM

Zoho SalesIQ

Job description

Job Summary

We are looking for a Mandarin speaking Customer Service Supervisor, preferably with experience in iGaming, the Internet industry, and BPO.

Responsibilities

• Develop and implement daily schedules, shift plans, and manpower allocation for the customer service team to ensure operational continuity and service efficiency.
• Monitor key customer service performance indicators (e.g., response time, customer satisfaction, and resolution rate), promptly identify issues, and implement optimization measures.
• Drive the implementation of management strategies at the team level to ensure the achievement of business objectives.
• Monitor team members performance, engagement, and execution behavior, and provide regular reports to management for decision‑making purposes.
• Establish and maintain standard operating procedures (SOPs) and training systems to enhance team professionalism and ensure consistency in execution.
• Conduct onboarding training to ensure new employees quickly master gaming platform workflows, member tagging logic, deposit/withdrawal processes, and risk control policies.
• Optimize customer service scripts and knowledge base content to enhance the collaboration between AI chatbots and live agents, improving issue resolution efficiency and user experience.
• Handle escalations involving VIP users, high‑value players, and major complaints, coordinating with backend, risk control, and operations teams to drive issue closure.
• Collect and analyze customer service operational data (e.g., inquiry types, traffic trends, and issue distribution) and generate regular reports to support platform strategy optimization.

Qualifications

• Minimum of 1 year of customer service experience in online gaming or a related entertainment platform.
• Strong team coordination and leadership skills, with the ability to develop shift schedules and manage emergency staffing adjustments.
• Proficient in core gaming operational processes such as deposits, withdrawals, bonus issuance, and betting anomaly handling, with the ability to guide team members in proper execution.
• Highly responsible and resilient, capable of maintaining clear judgment and consistent performance in a fast‑paced, high‑demand environment.

Preferred Qualifications

• Experience using Zoho customer service systems (such as Zoho Desk, Zoho CRM, or Zoho SalesIQ).
• Filipino‑Chinese (Fil‑Chi) background preferred, providing advantages in cross‑cultural communication and team management.
• Prior experience as a customer service team leader, supervisor, trainer, or quality assurance (QA) personnel is a strong advantage.
• Knowledge of VIP player lifecycle management, customer segmentation strategies, or high‑value player servicing models.

Seniority Level

• Associate

Employment Type

• Full‑time

Job Function

• Customer Service

Industries

• Human Resources Services