Shift Supervisor

Shift Supervisor

Department: Customer Operations

Type: Full-time - CLT

About the Role:

This role is central to delivering high-quality customer service within a 24/7 operational environment in the iGaming and digital entertainment industry. The Shift Supervisor is responsible for leading the support team during their shift, ensuring that customer issues are resolved promptly and service levels are maintained. The position requires strong leadership, the ability to manage escalations, and a solid understanding of support operations in a fast-paced setting.

Main Responsibilities:

- Supervise customer operations during scheduled shifts, with a focus on live SLA monitoring, identifying service disruptions, and recognizing trends.
- Act as the primary point of support for agents, providing guidance, answering questions, and coaching during the shift.
- Manage escalated customer issues, including those related to payments, KYC, VIP services, affiliate matters, and technical cases.
- Assist with handling support tickets during peak demand or when team coverage is low.
- Ensure all escalations are managed in line with the company's 24/7 escalation procedures.
- Collaborate with other departments such as product, tech, and marketing to resolve multi-faceted customer issues.
- Support the distribution and implementation of updated training materials, tools, and process documentation.

Desired Experience:

- Experience in a supervisory or leadership role within a customer support environment, ideally in iGaming, fintech, or digital entertainment.
- Skilled in coaching and developing customer service teams.
- Strong knowledge of support processes, quality monitoring, and performance tracking.
- Comfortable making quick decisions and resolving urgent, high-impact support issues.
- Excellent communication and interpersonal skills.
- Project coordination or cross-functional team experience is considered an advantage.

Key Attributes

- Confident and supportive leadership style.
- Calm under pressure with a proactive, solution-focused mindset.
- Strong customer focus and dedication to service excellence.
- Committed to ongoing personal and team development.