Senior Customer Support Specialist / Shift Supervisor (iGaming)

Про спеціаліста

Client-facing support professional with over 7 years in multi-channel customer service (live chat, email, phone), including more than four years in iGaming and betting. Currently a shift supervisor on an outsourced support team serving online casino operators: handles many simultaneous chats against quality and response-time standards, escalates technical, account and financial issues to the relevant departments, and keeps CRM records and reporting accurate. Earlier experience covers senior support for a US social casino platform, support and sales for a digital services company (including an acting billing management role), and outsourced banking support under strict compliance rules. Works with clients across the EU, US, Australia and Canada; comfortable with rotating and night shifts. Tools: Zendesk, Jira, Google Analytics, Excel, Google Workspace, Slack.

Навички

Досвід роботи

Shift Supervisor — outsourced support provider for online casino operators — Nov 2024 to present: runs shift-based support, monitors incoming requests, escalates technical and financial issues, prepares reports for management. Senior Customer Support Representative — US social casino platform — Jul 2022 to Nov 2024: high volume of chat, email and ticket requests; CRM records kept current; quality and response-time standards met. Senior Customer Support & Sales Representative — digital services company — Mar 2021 to Feb 2023: combined support and sales conversations, managed a portfolio of client accounts, acting billing manager during a staffing gap. Customer Support Specialist (senior) — outsourcing provider for a national bank — Dec 2018 to Oct 2020: account, transaction and service inquiries for international customers under strict compliance and data-handling standards.

Освіта

Bachelor's degree in English Language & Literature — state university, Ukraine (2014-2018)

Переважна географія

Ukraine (remote)

Мови

English (B2+), Ukrainian (native, C2), German (A1), Polish (A1)