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    Chefe do suporte técnico

    Contratual
    Moldávia
    Chișinău
    Integral
    Trabalho remoto
    Experiência de trabalho
    2 anos
    Último local de trabalho

    Empresa sob NDA

    Customer Support Shift Manager
    2 anos

    Sobre mim

    Sobre mim
    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.

    Experiência em Affiliate

    Dados ausentes

    Experiência de trabalho
    2 anos

    Outubro 2024 - até o presente
    (2 anos)
    Empresa sob 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

    Habilidades

    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
    Resolução de conflitos

    Proficiência em idiomas

    Profissional Inglês
    Nativo Romeno
    Profissional Russo

    Emprego

    Emprego
    Integral, Parcial, Projeto
    Formato de trabalho
    Trabalho remoto
    Horário de trabalho
    Flexível, Turno, 5/2
    Mudança
    Possível
    Viagens de negócios
    Viagens de negócios são possíveis