CV view
Senior Support Manager
Negotiable
Russia
FullRemote
Work experience
4 years 6 months
Last work experience
Company under NDA
Senior Support Manager
4 years 6 months
About
About
I am a customer service professional with 7+ years of experience supporting international clients across chat, email, and CRM systems. My English level is B2–C1, and I’m fluent in Hindi and Urdu. I’m passionate about gaming and familiar with titles like World of Warcraft, Destiny 2, and Diablo 4, which helps me relate to players’ needs. I focus on clear communication, empathy, and fast problem resolution, ensuring every client receives high-quality support and a positive experience.
Affiliate experience
Gambling
Betting
Crypto
Gaming
Google Context
Google UAC
Email Newsletters
Tier-3
Tier-2
Tier-1
Work experience4 years 6 months
February 2021 - July 2025
(4 years 6 months)
Company under NDA
Senior Support Manager
- Mentor 1st-line agents on customer disputes, payments, bonuses, and game issues.
- Back-office processing: KYC, fraud checks, manual adjustments, and VIP requests.
- Resolve escalations: Payment failures, promo disputes, and wagering requirements.
- Collaborate with Payments & Game Teams to fix technical issues (e.g., missing bets).
- Monitor fraud (bonus abuse, multi-accounts) and enforce Responsible Gaming policies.
-Customer Assistance: Provide support via chat (Live support), especially email.
- Issue Resolution: Address and resolve customer complaints and issues regaring payment, games,
and related issues like bonues, bet analysis.
- Product Knowledge: Understand and explain products, services, and promotions.
- CRM work
- Compliance: Follow company policies and regulatory requirements.
- Multilingual Support: Provide assistance in multiple languages, if needed.
- Training Participation: Engage in ongoing training for updates on services.
- Team Collaboration: Work with other departments for seamless service.
- Crisis Management: Handle high-pressure situations effectively
Skills
Working with Large Amounts of Data
Sales Planning
Phone negotiations
Delivering presentations
Sales skills
Ability to work in a team.
Language proficiency
Intermediate English
Intermediate Hindi
Beginner Russian
Native Urdu
Employment
Employment
Full, Part-time, Project-based
Work format
Remote
Work schedule
Flexible, Shift, 5/2
Relocation
Possible
Business trips
Business trips possible