Customer Support Supervisor

Job Description

REQUIREMENTS

• Proven experience in a supervisory or leadership role within iGaming or customer support
• Experience in people management and coaching
• Hands-on experience with CRM systems and customer support platforms
• Strong analytical skills to drive data-informed decisions
• Solid knowledge of industry regulations and compliance standards

RESPONSIBILITIES

• Oversee daily support operations, ensuring agent productivity and service continuity
• Monitor agent performance in real time, providing coaching and feedback
• Conduct regular team meetings to align on performance goals
• Manage ticket queues and customer interactions during peak periods
• Handle escalated customer complaints and complex issues
• Review customer interactions for compliance with quality standards and regulations
• Track and analyze KPIs including response times and customer satisfaction
• Lead initiatives to improve support workflows and service quality
• Prepare and present operational performance reports to senior management

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