spinhireCustomer Support Manager/Team Lead
Despre specialist
This customer support leader has over 5 years of experience across Zendesk, live chat, email, and omnichannel service, consistently driving faster resolutions and stronger customer satisfaction through precise queue management and SLA discipline. They are experienced in monitoring CSAT, QA, response times, and backlog health, while coaching agents, improving onboarding, and tightening documentation for consistent performance. With a background in technical support, iGaming, and analytics tools like Looker, Retool, and Optimove, this professional combines operational rigor with clear communication and calm escalation handling. They are a hands-on team lead who turns metrics into action and builds support teams that deliver measurable results, seeking a role where they can continue to optimize customer support operations within the iGaming industry.
Competențe
Experiență de muncă
Monitored team performance, productivity, CSAT, QA scores, response and resolution times, and SLA compliance; Managed ticket queues, prioritization, assignments, backlogs, and follow-ups efficiently.
Delivered responsive customer support for iGaming players via live chat, email, and ticketing systems; Collaborated with payments, fraud, and compliance teams to resolve transaction issues.
Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity; Transcribed various records to help AI learn the language and its dialects.
Resolved customer issues in a timely fashion; Cultivated relationships with new customers and maintained good partnerships with existing clients.
Responded to customer requests for products, services, and company information.
Managed high-value VIP client portfolios, building strong relationships and delivering personalized service; Coordinated cross-functional support across operations, sales, and customer service.
Diagnosed and troubleshot hardware, software and network issues; Used ticketing systems to manage and process support actions and requests.
Educație
2017–2021 · Sociology - Bachelor · Caucasus University 2005–2017 · High School Diploma · Promete
Limbi
Georgian native, English native