Senior Support Manager

Handled 5-8 live chats at once with under 10-second first response, even in peak traffic and high volume Resolved 95%+ of player issues on first contact, maintained 4.8 CSAT Specialized in VIP retention and churn reduction - prevented high-value players from closing accounts Trained and mentored 30+ new agents on processes, handling difficult players via backoffice Served as the main escalation point for the most complex and sensitive player complaints

Assisted clients during onboarding to ensure the smooth setup of turnkey and white label platforms Trained clients on full backoffice (pages, bonuses, players, payments) Handled all inquiries & issues via chat and phone related to game functionality, provider integration, live chat software integration, payment system, and licensing Advised on promotions, bonus changes, and rules to maximize player activity Single point of contact for 24/7 support

Handled 5-8 live chats at once with under 10-second first response, even during peak traffic and high volume Resolved 95%+ of player issues on first contact, maintained 4.8 CSAT Specialized in VIP retention and churn reduction - prevented high-value players from closing accounts Mentored new agents, handling difficult players via backoffice Served as the main escalation point for the most complex and sensitive player complaints