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VollzeitFernarbeit
Berufserfahrung
2 Jahre
Letzter Arbeitsplatz
Unternehmen unter NDA
Customer Support Shift Manager
2 Jahre
Über mich
Über mich
Results-driven Customer Support Shift Manager with progressive leadership experience in regulated
industries (iGaming/Tech). Skilled in managing shift operations, optimizing KPIs (CSAT, FCR,
SLA, TTR), coaching teams, and improving service quality through data-driven decisions. Strong
expertise in CRM systems, compliance (GDPR, AML/KYC, Responsible Gambling), and cross-
functional collaboration. Recognized for building engaged teams and maintaining operational
excellence in high-pressure environments.
Erfahrung im Affiliate
Keine Daten vorhanden
Berufserfahrung2 Jahre
Oktober 2024 - bis heute
(2 Jahre)
Unternehmen unter NDA
Customer Support Shift Manager
Lead a team of 10+ support agents across shifts.
Understanding of regulatory requirements (e.g. GDPR, AML/KYC,
Responsible Gambling)
CRM systems for tracking customer interactions
Interpreting performance metrics: CSAT, FCR, TTR, SLA
Reporting and dashboard tools
Introduced SOP improvements that increased operational efficiency and
onboarding support agents
Understanding of common technical issues (e.g. bugs, server errors,
payment failures)
Ability to effectively communicate issues to development or QA teams
and other departments.
Motivating and coaching the team
Clear, professional, and adaptable communication
Managing stress and multitasking effectively
Taking initiative to resolve issues and improve processe
Fähigkeiten
CRM & Ticketing Systems
Team Leadership & Coaching
& Quality Assurance
Customer Experience
Data Analysis & KPIs
Basic Technical Knowledge
Leadership & Team
Management
Empathy & Emotional
Intelligence
Adaptability & Resilience
Customer-First Mindset
Konfliktlösung
Sprachkenntnisse
Professionell Englisch
Muttersprache Rumänisch
Professionell Russisch
Beschäftigung
Beschäftigung
Vollzeit, Teilzeit, Projektbasiert
Arbeitsformat
Fernarbeit
Arbeitszeitplan
Flexibel, Schicht, 5/2
Umzug
Möglich
Dienstreisen
Dienstreisen möglich