Customer Support Shift Manager / Team Lead (iGaming)

Sobre el especialista

Customer Support Shift Manager with progressive leadership experience in iGaming and tech. Manages daily shift performance for 10–20 agents across live chat, email and escalations, tracks core KPIs (FRT, CSAT, email volume), runs regular 1-on-1 coaching, resolves complex player disputes with Risk, Tech and Game Provider teams and documents SOPs in Notion. Key results: chat first response time cut from 50s to under 20s, peak-hour missed-chat rate reduced from 8% to under 0.9%, team CSAT raised from 84% to 92%+, email processing volume up 25% through streamlined workflows and macros. Working knowledge of GDPR, AML/KYC and Responsible Gambling requirements and of common technical issues (bugs, server errors, payment failures). Romanian native, Russian C2, English B2. Looking for a remote customer support team lead / shift manager role in iGaming; open to relocation to Malta or Montenegro.

Competencias

experiencia laboral

Customer Support Shift Manager — iGaming software company — 2024–present: leads 10+ agents across shifts, KPI tracking (CSAT, FCR, TTR, SLA), SOP improvements and onboarding, FRT cut from 50s to under 20s, CSAT 84% to 92%+ Customer Support Specialist — same iGaming software company — 2024: email and chat support, technical issue resolution, CRM documentation Internal Corporate Travel Specialist — IT company — 2023–2024: travel arrangements, client relationships, payment monitoring, process and script improvements Customer Support Specialist — same iGaming software company — 2021–2023: first-contact resolution, root-cause analysis, customer retention Data Entry, Validation and Processing Operator — services company (Romania) — 2020–2021: data validation against primary documents, backups Receptionist — body-care salon (Romania) — 2019: cash transactions, weekly financial reports Manager (summer job) — catering company (Moldova) — 2017: staff scheduling, supplies, budgets

Geografía preferida

Malta, Montenegro

Idiomas

Romanian native, Russian C2, English B2