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Chefe do Serviço de Suporte
Contratual
MoldáviaChisinau
IntegralTrabalho 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 trabalho2 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
Capacidade de resolver conflitos
Proficiência em idiomas
Profissional ინგlês
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 possíveis