We are seeking an exceptional Shift Leader to oversee the day-to-day management of our customer support floor and queues. You will work closely with Customer Support Agents, providing support for challenging cases, identifying technical issues, and maintaining 2nd line queues.
Key Responsibilities:
- Maintain and handle tickets escalated to the 2nd line, including closures, reopenings, game investigations, technical investigations, and GDPR requests.
- Monitor the floor and assign channels effectively to ensure smooth operations.
- Conduct quality assurance on escalations and provide constructive feedback to Team Leaders and Managers.
- Serve as the subject matter expert, supporting agents in handling tickets efficiently and accurately.
- Offer feedback to the Team Leader and Customer Support Manager regarding agent performance and suggest improvements.
- Assist in the investigation of complex cases to ensure thorough resolution.
- Support the training of new starters to ensure they are well-prepared for their roles.
- Monitor live chats to ensure high-quality support is being provided.
We are looking for you if:
- You have a high attention to detail
- You can work in an organized fashion while under pressure
- You possess strong problem-solving skills
- You can identify issues through trends and/or feedback
- You have strong knowledge in Sportsbook and Casino
What we offer:
- Collaborative international team
- Supportive working environment
- Online team events
- Learning and development opportunities
- Competitive compensation
