Customer Support Supervisor
About Us: We are a leading company in the i-gaming space, committed to providing exceptional customer support to our users across two major sites. Our dynamic and fast-paced environment requires a dedicated and experienced Customer Support Supervisor to lead our team and ensure the highest service standards. We are highly focused on Customer Satisfaction and user experience, striving to exceed... expectations. Job Description: As the Customer Support Supervisor, you will oversee a team of customer support agents responsible for managing technical escalations, providing coaching and development, and ensuring excellent service delivery. You will play a crucial role in maintaining our reputation for top-notch support in the i-gaming community. This role reports to the Head of Customer Support within the organization. Key Responsibilities: Supervise and lead a team of customer support agents handling inquiries for two i-gaming sites. Manage technical escalations, ensuring timely and effective resolution of issues. Provide coaching, development, and performance feedback to team members. Monitor and analyze team performance metrics, implementing improvements as needed. Provide weekly, monthly, quarterly and annual updates regarding the performance of team members and the team. Monitor and supervise ticketing and live chat systems (e.g., Zendesk, Intercom, Freshdesk, Crisp) to manage customer interactions. Stay informed about the i-gaming community, including slang and internet culture, to better understand and address customer needs. Possess knowledge of cryptocurrency or demonstrate a willingness to learn. Adapt to sudden changes in direction and handle unexpected challenges with agility. Be available during standard business hours in your region, with occasional weekend or night shifts as required. Maintain a strong focus on Customer Satisfaction and user experience, continuously seeking ways to improve service quality. Qualifications: Proven experience as a direct leader, supervisor, or team lead in a support or service team. Experience managing technical escalations and coaching a team of at least 4 direct reports. Proficiency with ticketing and live chat systems such as Zendesk, Intercom, Freshdesk, or Crisp. Familiarity with the i-gaming space and its community, including slang and internet culture. Knowledge of cryptocurrency or a willingness to learn. Strong leadership, communication, and problem-solving skills. Ability to work in a fast-paced, dynamic environment and handle sudden changes in direction. Why Join Us: Be part of an innovative and growing company in the i-gaming space. Lead a talented team and significantly impact our customer support operations. Opportunity to learn and grow in a dynamic and fast-paced environment. Contribute to a culture that prioritizes Customer Satisfaction and user experience. Benefits: The salary range for this position is $65,000 - $85,000. Actual salaries will vary within the range, and may be above or below the range, based on various factors including but not limited to a candidates location, relevant experience, skills, education, and certifications. Paid holidays and time off Full medical / dental / vision insurance Voluntary life insurance Fully remote work environment Job Type: Full-time Pay: $65,000.00 - $85,000.00 per year Benefits: Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance Schedule: Monday to Friday Application Question(s): Do you have experience in the igaming/gaming industry? Do you have experience with Cryptocurrency? Do you have experience managing a team? Experience: Intercom: 1 year (Required) Work Location: Remote Apply Job!