WeDoSupport is growing tremendously, and we continue to conquer new countries! We are looking for a Shift Manager.
Role in a nutshell:
As the number of CS agents continues to grow, the CS Team is seeking Shift Managers to effectively handle the rising volume of second-line escalations.
✅ Responsibilities:
✔️ Assisting customer support agents by serving as second-line customer escalations from various jurisdictions;
✔️ Handling customer complaints;
✔️ Monitoring the workload of the customer support, taking proactive actions and communicating with the management;
✔️ Check whether the scheduled number of agents is online, taking into account the pre-planned breaks and email rotations.
✔️ Preparing daily market performance reports and providing them to the management;
✔️ Processing personal data requests from customers;
✔️ Escalating product issues via Jira;
✅ Must skills:
✔️ Knowledge and Experience in CS processes and flows in chats;
✔️ Strong soft communication skills;
✔️ Strong troubleshooting skills;
✔️ Excellent English Knowledge;
✔️ Ability to work and cooperate in a team;
✔️ Multitasking ability;
✔️ Time Management;
✔️ Data analysis;
✔️ Attention to detail.
✅ Good to have:
✔️ Experience working with Zendesk;
✔️ Experience working in an iGaming contact center environment;
✔️ Minimum 6 months experience in a similar role.
✅ Why WeDoSupport?
💰 Up to 50% monthly bonuses;
🍎 Snacks in the Office;
🌴 24 days of vacation per year;
🤒 Paid sick leave;
🌆 Attractive office location and facilities;
🏥 Private health insurance;
🍔 Breakfasts and lunches in the office (partially paid for by the Company);
🎁 Birthday, wedding, and newborn gifts;
🧗 Team-building events and activities;
📈 Career growth opportunities (promotion to Mid and Senior agent).
