Customer Service Supervisor

Job Summary

Working remotely and full-time, the Customer Service Shift Supervisor will lead frontline agents in delivering exceptional service, handle escalated customer inquiries, and implement best practices to enhance team performance.

Key Responsibilities

• Provide exceptional customer service by managing escalated issues and complex inquiries
• Serve as the primary point of contact for customer service agents, offering guidance and real-time coaching
• Assist in implementing and enforcing customer service policies and monitor team performance to meet KPIs

Required Qualifications

• Proven experience in a customer service leadership role, preferably in a call center environment
• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory role
• Strong understanding of customer service best practices and coaching abilities
• Familiarity with online gaming platforms, particularly in the Real Money Gaming industry
• High school diploma or equivalent; bachelor's degree preferred