Senior Менеджер службы поддержки

- 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