spinhireCustomer Support Shift Manager / Team Lead (iGaming)
О специалисте
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.
Навыки
Опыт работы
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%+
Email and chat support, technical issue resolution, CRM documentation
Travel arrangements, client relationships, payment monitoring, process and script improvements
First-contact resolution, root-cause analysis, customer retention
Data validation against primary documents, backups
Cash transactions, weekly financial reports
Staff scheduling, supplies, budgets
Предпочтительная география
Malta, Montenegro
Языки
Romanian native, Russian C2, English B2