SHIFT LEADER / SHIFT MANAGER

About the role

The Shift Leader will oversee a Player Support team of six, ensuring efficient task distribution and performance monitoring during shifts. This role is crucial for maintaining high standards of customer service across multiple brands in the iGaming sector.

Success in this position involves not only managing inquiries and compliance but also developing team capabilities and facilitating interdepartmental communication regarding player issues. The ideal candidate will bring at least three years of experience in the online casino industry, along with a solid understanding of Player Support processes.

Who this role suits

• Has a background in online casino operations, ideally with at least three years of experience.
• Possesses strong leadership qualities and enjoys managing a team in a fast-paced environment.
• Demonstrates excellent communication skills and is fluent in English.
• Is proactive in problem-solving and supporting team members with complex cases.

From the employer

Responsibilities

• Lead the support team (6 people) during the shift;
• Distribute tasks and monitor team performance;
• Ensure quality and speed of handling inquiries;
• Assist staff with complex cases and escalations;
• Monitor compliance with processes and standards;
• Provide feedback and help develop the team;
• Interact with other departments regarding player issues.

Requirements

• Experience working in an online casino operator for at least 3 years;
• Experience managing a support team or shift;
• Understanding of key Player Support processes;
• Good communication skills;
• Fluent English.