CV view
Head of Support
Negotiable
MoldovaChisinau
FullRemote
Work experience
1 year 11 months
Last work experience
Company under NDA
Customer Support Shift Manager
1 year 11 months
About
About
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.
Affiliate experience
No data available
Work experience1 year 11 months
October 2024 - to date
(1 year 11 months)
Company under 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
Skills
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
Conflict Resolution Skills
Language proficiency
Professional English
Native Romanian
Professional Russian
Employment
Employment
Full, Part-time, Project-based
Work format
Remote
Work schedule
Flexible, Shift, 5/2
Relocation
Possible
Business trips
Business trips possible