Shift Supervisor/Senior Support Manager

Our client, a leading iGaming company specializing in multilingual customer care, is now looking for a Shift Supervisor /Senior Support Manager with iGaming experience.

Location: Lviv, Ukraine
Type: Remote or hybrid/ofice, full-time
Start date: ASAP
About the Company and Role:

A leading iGaming company specializing in multilingual customer care with a strong emphasis on sales, conversion, and customer reactivation strategies. The company operates in licensed markets globally, primarily serving clients in Europe, Canada, and Australia. His mission is to deliver excellent service experiences that enhance customer satisfaction and drive sales.

Now we are looking for a Shift Supervisor with at least one year of experience in a similar role and a minimum of Upper-intermediate English proficiency to join the international team and contribute to our diverse workplace
In this role, you will oversee the customer support team during the shift, guide and mentor the team, and work closely with high-level customer support inquiries. You have to be a personable and reliable team player with a customer service mindset, ability to multitask and think on your feet, whilst calmly handling customer and team inquiries with a smile.

Responsibilities:

• Email processing
• Providing guidance to agents during the shift on customer-related cases
• Consulting with the team on complex or unusual cases
• Managing the break schedule for agents during the shift
• Communicating brand-related updates to the team (via Slack, Zendesk)
• Chat, document, and payment processing when required (not daily)

Requirements:

• Have at least one year of experience in the IGaming industry in roles such as Senior Customer Support, Shift Supervisor, Team Leader or Quality Assurance.
• Experience with SoftSwiss and/or TMA platforms and proficiency in chat and email support.
• Strong understanding of customer service principles.
• Be interested in learning about iGaming and increasing your tech knowledge.
• Be happy to work different shifts: our Customer Services Department is open 24/7 (be ready to have 2-night shifts from 5 weekly.
• Proficiency in English (written and spoken), with native or fluent proficiency in Ukrainian

Here's what the company offers:

• Fully remote work. In case you are Lviv-based, the ability to attend the office (which is absolutely pet-friendly).
• Extensive training program, which will help you to learn a new field and best practices. (It is fully paid after successful completion).
• Diverse paid time off: Vacation, Recreation days, Birthday off, Sick leaves.
• Presents and bonuses from the company.