Customer Support Supervisor

• Oversee daily support operations, ensuring agent productivity, schedule adherence, and service continuity;

• Monitor agent performance in real time, providing guidance, coaching, and constructive feedback;

• Conduct regular team meetings to share updates, reinforce training, and align on performance goals;

• Step in to manage ticket queues or customer interactions during emergencies or peak workload periods;

• Handle escalated customer complaints and complex or sensitive issues, ensuring timely and effective resolution;

• Review customer interactions (chats, tickets, and calls) to ensure compliance with quality standards, internal policies, and regulatory requirements;

• Track and analyse key performance indicators (KPIs), including response times, resolution times, customer satisfaction, and agent efficiency;

• Lead or actively participate in initiatives and projects aimed at improving support workflows, tools, and overall service quality;

• Manage project timelines, priorities, and deliverables to ensure objectives are met;

• Prepare and present reports on operational performance, project progress, and outcomes to senior management.

• Proven experience in a supervisory or leadership role within the iGaming or customer support industry;

• Experience in people management and coaching skills;

• Hands-on experience with customer support platforms, CRM systems, and performance monitoring tools;

• Strong analytical skills with the ability to interpret data and drive strategic, data-informed decisions;

• Solid knowledge of industry regulations, compliance standards, and best practices.

• Excellent verbal and written communication skills; 

• Natural leader with the ability to motivate, guide, and inspire a diverse support team;

• Calm, confident, and solution-oriented when handling high-pressure situations;

• Highly organised with strong time-management and prioritisation skills;

• Proactive and hands-on, willing to step in and support the team when needed;

• Strong sense of ownership and accountability for team performance and customer outcomes;

• Fair, objective, and consistent in decision-making and performance evaluation;

• Adaptable and comfortable working in a fast-paced, evolving environment;

• Open to feedback and committed to continuous improvement, both personally and for the team;

• High level of integrity and professionalism, especially when dealing with sensitive customer data and compliance matters.

• Health & Wellness Focus;

• Global Medical Coverage;

• Growth Opportunities;

• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);

• Performance-Driven Rewards;

• Dynamic Work Environment.

Apply, and let your growth journey begin.