Customer Service Shift Leader

We are a pioneering organization specializing in the online gaming and entertainment
industry. We are a young, dynamic, and innovative company seeking individuals who share the same entrepreneurial spirit and want their voices to be heard and their ideas
materialized.

Join us, and you’ll become part of a large, fast-paced, international group with some great brands and an exciting future. You’ll feel like part of one global family, working with smart people and delivering a fantastic experience for our players. There’s one thing we expect from you above all else: Be yourself. 

This is us, and we’re here to make gaming everything it should be. You’ll have fun making fun every day, and that’s a promise. The Customer Service Shift Leader reports Opex International Manager.

Key Responsibilities

• Provide real-time support to agents by assisting with customer complaints and
  complex cases, including chat takeovers when necessary.
• Assign shift tasks and responsibilities on an ad-hoc basis to ensure operational
  efficiency.
• Act as a communication hub, relaying crucial information between departments
  during shifts.
• Manage Help Center banners and ensure accurate, timely updates as needed.
• Report incidents (INC) promptly to relevant stakeholders for resolution.
• Own the handover process for the next shift, ensuring seamless coordination and
  communication.
• Monitor live traffic, CDR (Chat Drop Rate), and handling times to maintain service
  quality.
• Escalate issues internally or to third-party partners as required
• Serve as the go-to contact for other Operations Managers during the shift.
• Conduct testing of systems or processes when necessary.
• Stay informed about daily promotions and events relevant to the current shift.
• Communicate key updates and announcements to the team during the shift.
• Ensure sufficient coverage for breaks and lunches, avoiding unattended chats at all times.
• Act as the Voice of the Customer (VOC) for the shift, representing customer concerns and feedback.
•  Monitor the KPIs + queues and give direct consistent reports to managemen

Requirements

• Minimum of 2 years’ experience in customer support or operations, preferably
  within the iGaming or gaming industry
• Proven experience in a leadership or supervisory role, managing teams during
  shifts
• Experience in handling escalations and resolving complex customer issues
• Strong background in live traffic monitoring and operational reporting 
• Technical proficiency with iGaming platforms and support tools
• Organizational skills
• Ability to conduct testing and troubleshooting when needed
• Accountability for shift responsibilities and team performance
• Proactive in anticipating and addressing potential issues
• Empathy and approachability for team support
• Attention to detail in shift operations and documentation
• Customer-centric mindset, representing the Voice of the Customer (VOC)
• Strong team collaboration and cross-department communication

Why Work With Us?

At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). 🎉💼  We offer:

• Competitive Salary & Benefits
• Growth & Development Opportunities
• Creative and Collaborative Environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.