Job Description:
Customer Support Team (Shift) Lead
We are looking for a Customer Support Team (Shift) Lead with at least 5 years of experience in customer service, including 2 years in a lead or supervisory role. You will report to the CS Manager and be responsible for running shifts, coaching agents, and owning second-line escalations in a 24/7 online casino operation.
As we are preparing for launch, you will also play a key role in building the Customer Support function from the ground up: templates, knowledge base, escalation procedures, and tooling. We are looking for someone who is AI friendly and actively uses AI tools to improve the quality and speed of support.
Your day-to-day tasks will include:
Run the shift: roster, handovers, coverage, breaks, and escalation availability
Coach and supervise CS Agents: monitor live chats and emails, provide side-by-side feedback, and onboard new agents
Own quality: QA scoring, chat audits, tone-of-voice enforcement, and error follow-up
Handle second-line player escalations (bonuses, payments, responsible gambling, complaints) and liaise with Payments, KYC, and VIP teams
Track and report SLA, first response time, CSAT, and productivity per agent; deliver shift reports to the CS Manager
Use and champion AI tools (reply drafting, summarization, QA assist) and feed improvements back into macros and templates
Pre-launch: build the macros and templates library, canned responses, escalation matrix, knowledge base and FAQ, SOPs, and support tooling setup (chat platform, inbox routing)
Main Requirements:
Minimum of 5 years of experience in customer service, with at least 2 years as a team or shift lead
Native or near-native command of English, both written and verbal
Knowledge of an additional language would be considered an advantage
Experience in international online casinos would be considered a plus
AI friendly: comfortable using AI tools in daily support work and helping the team adopt them
Experience building or improving support processes, templates, and knowledge bases
Strong sense of ownership, calm under pressure, and clear written communication
Comfortable working with back-office tools, CRM inboxes, and live chat platforms
Ability to work on a 24/7 rotating shift schedule, including nights and weekends
What We Offer:
Fun, modern, and creative office environment
Competitive salary for your skills and expertise
All the tech gear you need to work smart
Performance-based annual salary re-evaluation
This position requires full-time, on-site employment in Kallithea.