Customer Support Supervisor (iGaming)

TL;DR

Customer Support Supervisor (iGaming): Overseeing daily support operations and agent performance for an international online gaming company with an accent on quality assurance, KPI tracking, and team coaching. Focus on managing escalated customer issues, optimizing support workflows, and ensuring compliance with industry regulations.

Location: Remote (Global)

Company

hirify.global is an international online gaming company specializing in sports betting and casino services with a strong focus on the Latin American market.

What you will do

• Oversee daily support operations to ensure agent productivity and service continuity.
• Monitor agent performance in real-time, providing coaching and constructive feedback.
• Handle escalated customer complaints and complex, sensitive issues.
• Review customer interactions to ensure compliance with quality standards and internal policies.
• Track and analyze KPIs such as response times, resolution times, and customer satisfaction.
• Prepare and present operational performance reports to senior management.

Requirements

• Proven experience in a supervisory or leadership role within the iGaming or customer support industry.
• Strong people management and coaching skills.
• Hands-on experience with customer support platforms, CRM systems, and performance monitoring tools.
• Solid knowledge of industry regulations, compliance standards, and best practices.
• Strong analytical skills with the ability to interpret data and drive strategic decisions.
• Excellent verbal and written communication skills.

Culture & Benefits

• Global medical coverage.
• Health and wellness focus.
• Performance-driven rewards.
• Compensation programs for gym, dental, and psychological services.
• Opportunities for professional growth in a dynamic work environment.