Desk Manager - Customer Service (Night Shift)
Core
Lead a night shift customer service team in an iGaming environment, ensuring SLA compliance, managing escalations, and driving team performance.
Role type
Senior IC Customer Service Team Leader (Night Shift)
Builds
Customer support operations for online gaming platforms
Domain
iGaming / Online Gambling
Required skills
Team leadership, shift management, incident escalation, data analysis and reporting, MS Office proficiency, conflict resolution, recruitment support, regulatory compliance (AML/Data Protection)
Preferred skills
iGaming industry experience, Responsible Gaming framework knowledge, CRM/ticketing platform experience (Zendesk), AML procedures
Responsibilities
Own shift performance against SLAs and KPIs; act as senior point of contact for overnight operational decisions; identify and report system incidents; run structured handovers with day shift; prepare manpower reports and shift schedules; handle complex customer escalations; monitor individual performance and implement coaching plans; participate in recruiting and promoting associates; enforce internal policies and support risk management; communicate with other departments and clients; support operational projects.
Seniority
Senior, hands-on IC