spinhireCustomer B2B Support Manager
Über den Spezialisten
I am an iGaming customer support and quality control professional with experience supporting EU customers, reviewing service quality, and coaching support agents. As a QC Manager, I reviewed 200–300 chats and emails daily and provided one-on-one coaching and written feedback to five agents. Through targeted coaching, quality audits, and process improvements, I helped increase CSAT from 75% to 80% and reduce average response time from 65 to 50–55 seconds. Previously, as a Support Manager, I handled 40–70 customer inquiries daily through live chat and helpdesk, maintained 85% CSAT, and achieved an average KPI score of 90%. My work covered account issues, payments, KYC verification, bonuses, responsible gaming inquiries, and technical escalations. Career goal: a full-time remote Customer B2B Support Manager role in iGaming. My background is in player support and support quality control, and I am looking to apply these skills in B2B support. Minimum salary expectation: USD 800 net per month. English: B1 (Intermediate).
Skills
Berufserfahrung
Nov 2025 – Sep 2026 · QC Manager (iGaming) · NDA — Reviewed 200–300 customer support chats and emails daily for compliance with service standards and company policies. Monitored CSAT, first response time, and average response time. Provided one-on-one coaching and written feedback to five support agents. Helped increase CSAT from 75% to 80% and reduce average response time from 65 to 50–55 seconds through coaching, quality audits, and process improvements. Conducted process audits and updated internal support standards.
Oct 2024 – Nov 2025 · Support Manager (iGaming) · NDA — Supported EU customers through live chat and helpdesk, handling 40–70 inquiries daily while maintaining 85% CSAT. Assisted with account issues, payments, KYC verification, bonuses, and responsible gaming inquiries. Documented technical issues, escalated complex cases, and followed up on resolutions. Maintained an average KPI score of 90% and used response templates to improve support efficiency.
Bildung
2023–2027 · Bachelor of Law · Kyiv Professional Pedagogical College named by A. Makarenko
Bevorzugte Geographie
Remote from Ukraine
Sprachen
Ukrainian native, English intermediate