Perfect for those who aim to:
Oversee daily support operations, ensuring agent productivity, schedule adherence, and service continuity;
Monitor agent performance in real time, providing guidance, coaching, and constructive feedback;
Conduct regular team meetings to share updates, reinforce training, and align on performance goals;
Step in to manage ticket queues or customer interactions during emergencies or peak workload periods;
- Handle escalated customer complaints and complex or sensitive issues, ensuring timely and effective resolution;
Review customer interactions (chats, tickets, and calls) to ensure compliance with quality standards, internal policies, and regulatory requirements;
Track and analyse key performance indicators (KPIs), including response times, resolution times, customer satisfaction, and agent efficiency;
Lead or actively participate in initiatives and projects aimed at improving support workflows, tools, and overall service quality;
- Manage project timelines, priorities, and deliverables to ensure objectives are met;
Prepare and present reports on operational performance, project progress, and outcomes to senior management.
Experience you’ll need to bring:
Proven experience in a supervisory or leadership role within the iGaming or customer support industry;
Experience in people management and coaching skills;
Hands-on experience with customer support platforms, CRM systems, and performance monitoring tools;
- Strong analytical skills with the ability to interpret data and drive strategic, data-informed decisions;
Solid knowledge of industry regulations, compliance standards, and best practices.
It's a perfect match if you have those personal features:
Excellent verbal and written communication skills;
Natural leader with the ability to motivate, guide, and inspire a diverse support team;
Calm, confident, and solution-oriented when handling high-pressure situations;
Highly organised with strong time-management and prioritisation skills;
- Proactive and hands-on, willing to step in and support the team when needed;
Strong sense of ownership and accountability for team performance and customer outcomes;
- Fair, objective, and consistent in decision-making and performance evaluation;
Adaptable and comfortable working in a fast-paced, evolving environment;
Open to feedback and committed to continuous improvement, both personally and for the team;
High level of integrity and professionalism, especially when dealing with sensitive customer data and compliance matters.
Our clients offer competitive benefits to support your professional and personal growth, including:
Health & Wellness Focus;
Global Medical Coverage;
Growth Opportunities;
Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
Performance-Driven Rewards;
Dynamic Work Environment.
Apply, and let your growth journey begin.