3 дня назад
Customer Service Shift Lead (iGaming)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Service Shift Lead (iGaming): Overseeing chat and email queues, shift operations, customer escalations, refunds, complaints, and service quality in an online casino environment with an accent on team coordination, compliance, and first-contact resolution. Focus on managing high-volume customer interactions, coaching service ambassadors, handling regulated customer requests, and maintaining reliable shift handovers.
Location: Skopje, North Macedonia; hybrid
Company
is an international online casino company focused on creating secure, innovative, and responsible gaming experiences.
What you will do
- Oversee daily chat and email volumes, queue management, team assignments, and shift operations.
- Handle ambassador escalations, customer complaints, refund requests, and Data Subject Access Requests.
- Monitor attendance, punctuality, rota updates, sickness cover, and shift swaps.
- Prepare shift reports and maintain clear handover communication.
- Draft responses for Trustpilot, AskGamblers, and CasinoGuru reviews.
- Conduct ambassador quality evaluations, provide chat coverage during staffing shortages, and facilitate coaching sessions.
Requirements
- Previous live chat or customer service experience.
- Experience guiding a team under pressure and earning trust and respect.
- Strong customer focus with the ability to identify needs and provide first-contact resolution.
- Accuracy, compliance awareness, risk identification, fairness, and responsibility in a regulated industry.
- Excellent communication skills, patience, and the ability to explain complex topics concisely.
- English is the working language; submit the CV in English.
Culture & Benefits
- Private health insurance.
- Wellness incentives, including a fitness allowance and mental well-being services.
- Work-from-anywhere allowance of two weeks per year, increasing to four weeks after longer employment.
- Office lunches three times per week.
- Professional development tools, training courses through College, and social events.
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