Customer Support - Shift Leader (iGaming)

Bet On Talent; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

Join a rapidly-growing company as a Customer Support Shift Leader, where you'll oversee a dynamic team and drive exceptional player experiences. In this pivotal role, you'll lead and mentor customer support agents, ensuring they excel in their performance while fostering a positive team culture. You'll also have the opportunity to enhance operational efficiency and collaborate across departments to resolve player concerns effectively. With a global work environment and a culture that values creativity and ambition, this is your chance to make a significant impact in the online casino industry.

Benefits

Global work environment

Impactful role in a growing company

Culture of ambition and creativity

Qualifications

• Proven experience in customer support within an online casino or iGaming.
• Strong analytical skills and ability to interpret performance data.

Responsibilities

• Lead and mentor a team of Customer Support Agents to meet performance goals.
• Monitor team performance metrics and improve operational efficiency.
• Collaborate with management to refine standard operating procedures.

Skills

Customer Support

Leadership

Analytical Skills

Communication

Problem-Solving

Conflict Resolution

Job description

Position: Customer Support Shift Leader
Location: Remote (Europe)

About the Role:

As a Customer Shift Leader - Online Casino you will play a pivotal role in overseeing the performance and development of the customer support team while contributing to the continuous improvement of our operations. Building on your experience as a Shift Leader, you will now take on a broader scope of responsibilities, focusing on strategic leadership, team development, and cross-departmental collaboration to deliver exceptional player experiences.

Key Responsibilities:

1. Team Leadership and Development

• Lead and mentor a team Customer Support Agents, ensuring they are motivated and equipped to meet performance goals.
• Assist in regular performance reviews, providing constructive feedback and actionable development plans.
• Identify training needs or collaborate with management to deliver tailored development programs.
• Act as a role model, fostering a positive and supportive team culture.

2. Operational Oversight

• Monitor and analyze overall team performance metrics (e.g., response times, resolution times, QA scores, and CSAT).
• Take initiatives in coming up with ideas to improve operational efficiency and customer satisfaction.
• Oversee the scheduling and shift planning process to ensure optimal staffing levels.
• Handle escalations that require advanced resolution skills or cross-departmental coordination.

3. Process Improvement and Collaboration

• Work closely with management to identify recurring issues, process bottlenecks, and areas for improvement.
• Contribute to the creation and refinement of standard operating procedures (SOPs) to enhance team performance.
• Collaborate with other departments (e.g., Fraud, VIP, HR, etc..) to ensure seamless operations and resolution of player concerns.

4. Reporting and Communication

• Prepare detailed reports as requested by your manager.
• Communicate updates, new procedures, and policy changes to the team in a clear and effective manner.
• Serve as the primary point of contact for management during assigned shifts, ensuring issues are escalated appropriately.

5. Leadership in Projects and Initiatives

• Take ownership of special assigned projects, such as implementing new tools, launching campaigns, or improving workflows.
• Participate in strategic discussions / meetings to align customer support goals with broader company objectives.
• Contribute to creating a culture of excellence by promoting accountability, innovation, and teamwork.

Requirements:

• Proven experience in customer support within an online casino or iGaming environment.
• Previous experience supporting customers from the Oceania region is considered a strong plus.
• Previous leadership experience, preferably as a Shift Leader or similar role.
• Strong analytical skills with the ability to interpret performance data and implement improvements.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Ability to work in a fast-paced, high-pressure environment while maintaining professionalism.
• Flexibility to adapt to evolving business needs and contribute to long-term success.
• Excellent verbal and written communication skills in English
  
• Willing to work on shift to align with 24/7 support operations

Why Join Us?

• The opportunity to bring your expertise and have an impact in a rapidly-growing company.
• A truly global work environment with colleagues from around the world.
• A culture that values ambition, creativity, and teamwork.