Customer Relations Shift Lead

Há 6 dias

Mato Grosso, Brasil Silverspin Tempo inteiro

**Position Overview**:
The Shift Leader will manage escalations, minimize disruptions, and act as a bridge between operations and other departments, providing feedback and addressing urgent concerns. They will optimize workflows, assign duties to agents, and monitor team productivity to maintain smooth daily operations. By delivering on-the-spot coaching and guidance, the Shift Leader will improve team performance, reduce errors, and directly contribute to enhanced customer satisfaction and retention while ensuring operational targets are met.

**Key Responsibilities**:

- Provide real-time support to agents by assisting with customer complaints and complex cases, including chat takeovers when necessary.
- Assign shift tasks and responsibilities on an ad-hoc basis to ensure operational efficiency.
- Act as a communication hub, relaying crucial information between departments during shifts.
- Manage Help Center banners and ensure accurate, timely updates as needed.
- Report incidents (INC) promptly to relevant stakeholders for resolution.
- Own the handover process for the next shift, ensuring seamless coordination and communication.
- Monitor live traffic, CDR (Chat Drop Rate), and handling times to maintain service quality.
- Escalate issues internally or to third-party partners as required.
- Serve as the go-to contact for other Operations Managers during the shift.
- Conduct testing of systems or processes when necessary.
- Stay informed about daily promotions and events relevant to the current shift.
- Communicate key updates and announcements to the team during the shift.
- Ensure sufficient coverage for breaks and lunches, avoiding unattended chats at all times.
- Act as the Voice of the Customer (VOC) for the shift, representing customer concerns and feedback.
- Monitor the KPIs + queues and give direct consistent reports to management

**Requirements**:
- 2+ years in customer support/operations, ideally in iGaming
- Leadership in team management
- Skilled in escalations and complex issue resolution
- Live traffic monitoring and reporting
- CRM and support tool proficiency
- iGaming platform and regulation knowledge
- Coaching and training experience
- Performance management and quality assurance exposure
- Strong communication and problem-solving
- Operational monitoring (traffic, workflows)
- Detail-oriented and customer-focused
- Adaptable and resilient under pressure
- Empathetic and supportive team player

**Why Work With Us?**:
At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way). We offer:

- Competitive Salary & Benefits
- Growth & Development Opportunities
- Creative and Collaborative Environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

  • Customer Relations Team Lead

    Há 6 dias

    Mato Grosso, Brasil Silverspin Tempo inteiro

    **Position Overview**: The Customer Relations Team Lead will oversee and support a team of customer service representatives, ensuring exceptional service delivery and customer satisfaction. They will handle escalated queries, provide guidance and training to team members, and collaborate with other departments to enhance service processes. This role involves...

  • Customer Support Shift Leader

    1 semana atrás

    Mato Grosso, Brasil Probe Investments Limited Tempo inteiro

    EnergyCasino is a well-established, innovative online casino based on the sunny island of Malta. Over the years, we've strived to provide our customers with a first class gaming experience while helping our employees grow and achieve their career goals. We pride ourselves on being a customer-focused company, committed to providing exceptional service to our...

  • Customer Support Shift Leader

    Há 2 dias

    Mato Grosso, Brasil Probe Investments Limited Tempo inteiro

    EnergyCasino is a well-established, innovative online casino based on the sunny island of Malta.Over the years, we've strived to provide our customers with a first class gaming experience while helping our employees grow and achieve their career goals.We pride ourselves on being a customer-focused company, committed to providing exceptional service to our...

  • Customer Relations Associate

    Há 6 dias

    Mato Grosso, Brasil Silverspin Tempo inteiro

    **Position Overview**: **Key Responsibilities**: - Support our customers by providing a great customer experience aligned to our values - Provide proactive updates to customers where required, ensuring a great experience - Work with your team to highlight any issues causing our customers unnecessary challenges - Take ownership of the customers journey...

  • Customer Relations Associate

    4 semanas atrás

    Mato Grosso, Brasil Silverspin Tempo inteiro

    **Position Overview**:**Key Responsibilities**:- Support our customers by providing a great customer experience aligned to our values- Provide proactive updates to customers where required, ensuring a great experience- Work with your team to highlight any issues causing our customers unnecessary challenges- Take ownership of the customers journey through...

  • Customer Experience

    Há 3 dias

    Mato Grosso, Brasil Traffic Streamer Ltd. Tempo inteiro

    We are seeking an experienced and dynamic Customer Experience (CX) Lead to oversee and drive the customer experience strategy across our client's portfolio of innovative products, including CXM, GamePark, PayLab, and DatGrid. As CX Lead, you will ensure that each product delivers exceptional, consistent customer experiences while maintaining operational...

  • Japanese-Speaking Customer Experience Specialist

    Há 2 dias

    Mato Grosso, Brasil Hero Gaming Tempo inteiro

    **Location**: Malta**Reporting Line**: Reports to Customer Experience Manager**Contract Type**: Full-time or Part-time****Duration**: 1st October st May 2026**Job Purpose / Summary**:**Key Responsibilities**:- Respond promptly to Japanese customer inquiries regarding technical problems, payments, bonuses, and other support issues.- Assist customers with...

  • Japanese-speaking Customer Experience Specialist

    Há 6 dias

    Mato Grosso, Brasil Hero Gaming Tempo inteiro

    **Location**: Malta **Reporting Line**: Reports to Customer Experience Manager **Contract Type**: Full-time or Part-time** **Duration**: 1st October 2025 - 31st May 2026 **Job Purpose / Summary**: **Key Responsibilities**: - Respond promptly to Japanese customer inquiries regarding technical problems, payments, bonuses, and other support issues. - Assist...

  • Customer Retention Associate

    1 semana atrás

    Mato Grosso, Brasil Ontario Ltd CO BET99 Tempo inteiro

    **Job Overview**BET99 is Canada's Premiere Online Sportsbook and Casino. Launching in 2020, we have consistently innovated the online gaming landscape every step of the way, exponentially growing our customer base and, in turn, our internal BET99 team We're a fast-paced company and are looking for individuals who live and breathe our core values: challenging...

  • Customer Support with Dutch

    Há 2 dias

    Mato Grosso, Brasil Wibit Consulting & Services (WibitCS) Tempo inteiro

    In collaboration we are working with a leading Online Casino Gaming Company who is seeking to onboard a **Customer Support - Dutch** for their Malta office. Location: Malta Employment type: Full-time, (Hybrid/Remote) Remuneration: Base salary. **DUTIES AND RESPONSIBILITIES**: - Follow communication procedures and policies. - Evaluate and make decisions...