Customer Service Supervisor

United Gaming, LLC; Reno (NV); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in the gaming industry is seeking a Customer Service Supervisor to manage the CS team in Reno. This remote role involves overseeing shift scheduling, training, and KYC compliance while ensuring a high quality of customer support. Ideal candidates will have proven leadership in customer service within the gaming sector and familiarity with tools like Zendesk and Jira.

Qualifications

• Proven leadership in customer service, ideally in the gaming or iGaming industry.
• Proficiency in customer service tools like Zendesk and Jira.

Responsibilities

• Oversee and support CS agents, scheduling shifts and onboarding.
• Conduct KYC verification for 100 players daily and assist with AML documentation.
• Monitor Zendesk queues to ensure SLA adherence.

Skills

Leadership

Customer Service

Compliance

Tools

Zendesk

Jira

Job description

Customer Service Supervisor
Remote/Nevada (Reno or Las Vegas)


The Customer Service Supervisor at United Interactive will oversee the Customer Service (CS) team, working independently Thursday through Sunday in 10-hour shifts during peak gaming hours. This role involves managing CS agents, scheduling, onboarding, and coordinating training to ensure consistent service coverage. Key responsibilities include monitoring Zendesk to maintain SLAs, handling customer inquiries via calls, emails, and chat, and managing KYC (Know Your Customer) data verification. This role will also support AML and Fraud departments with compliance documentation, CCDR reporting, and initiating Jira filings for potential disputes. Additional duties include small project management and ongoing CS training.

Core Responsibilities:

• Team Management: Oversee and support CS agents, schedule shifts, onboard new agents, and provide ongoing training to maintain high service standards.
• Customer Assistance: Act as a point of contact for customer queries, responding via calls, emails, and chat, ensuring prompt and high-quality support.
• Compliance & Documentation: Conduct KYC verification for 100 players daily, assist with AML documentation, and handle false negatives reporting.
• Quality Assurance: Monitor Zendesk queues to ensure SLA adherence, process CCDR reports, and provide recommendations for dispute resolutions.
• Jira Reporting: Initiate and manage Jira Service Desk filings as required, collaborating with the Compliance Department.

Requirements:

• Proven leadership abilities with a background in customer service, ideally in the gaming or iGaming industry.
• Proficiency in customer service and compliance tools, including Zendesk and Jira.

United Interactive is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Do you have experience in the iGaming industry?*

The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more .