iGaming Customer Service Supervisor — Launch Team

SmartConsulting.net; Manila; On-site; PHP 400,000 - 550,000; Full time

Benefits offered by this job

Training and development programs

Career advancement opportunities

HMO healthcare plan

Group life and accident insurance

Sick and vacation leave

Bereavement leave

13th month pay

Government-mandated benefits

Job summary

SmartConsulting.net, a Philippine-based livestream gaming platform, is seeking a Customer Service Supervisor to support our Senior Manager. You will supervise a team ensuring player inquiries are resolved effectively. This role requires experience in iGaming customer service.

We offer training, career advancement, and benefits including healthcare, insurance, and leave entitlements. Join us to build something exciting in the digital entertainment realm.

Qualifications

• Minimum 2 years of experience in customer service within iGaming.
• Experience supervising or team-leading a group of customer service agents.
• Strong understanding of customer service metrics and quality standards.
• Experience with ticketing systems and live chat tools.
• Excellent problem-solving skills and ability to handle escalated issues calmly.
• Must be authorized to work in the Philippines.
• Strong communication skills in English.

Responsibilities

• Supervise and coach a team of customer service representatives.
• Monitor and manage daily CS operations, including ticket queues.
• Handle escalated player issues and complaints.
• Develop and maintain CS SOPs and knowledge base articles.
• Track and report on CS performance metrics.
• Conduct regular quality assurance reviews of agent interactions.
• Coordinate with Risk and Fraud, CRM, and Product teams.
• Support the implementation of CS tools and ticketing systems.
• Schedule and manage shift rotas.
• Train new hires and conduct ongoing skills development sessions.

Skills

Team leadership

Customer service metrics

Problem-solving

Communication skills in English

Tools

Zendesk

Freshdesk

Intercom

Job description

SmartConsulting.net, a Philippine-based livestream gaming platform, is seeking a Customer Service Supervisor to support our Senior Manager. You will supervise a team ensuring player inquiries are resolved effectively. This role requires experience in iGaming customer service.

We offer training, career advancement, and benefits including healthcare, insurance, and leave entitlements. Join us to build something exciting in the digital entertainment realm.