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Open nowFirst seen 2 days ago

Customer Support Team (Shift) Lead

Kivon131 open roles

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Your applicationOpen nowCustomer Support Team (Shift) LeadKivon

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Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: first seen 2 days ago

The posting

Customer Support Team (Shift) Lead

We are looking for a Customer Support Team (Shift) Lead with at least 5 years of experience in customer service, including 2 years in a lead or supervisory role. You will report to the CS Manager and be responsible for running shifts, coaching agents, and owning second-line escalations in a 24/7 online casino operation.

As we are preparing for launch, you will also play a key role in building the Customer Support function from the ground up: templates, knowledge base, escalation procedures, and tooling. We are looking for someone who is AI friendly and actively uses AI tools to improve the quality and speed of support.

Your day-to-day tasks will include:

  • Run the shift: roster, handovers, coverage, breaks, and escalation availability
  • Coach and supervise CS Agents: monitor live chats and emails, provide side-by-side feedback, and onboard new agents
  • Own quality: QA scoring, chat audits, tone-of-voice enforcement, and error follow-up
  • Handle second-line player escalations (bonuses, payments, responsible gambling, complaints) and liaise with Payments, KYC, and VIP teams
  • Track and report SLA, first response time, CSAT, and productivity per agent; deliver shift reports to the CS Manager
  • Use and champion AI tools (reply drafting, summarization, QA assist) and feed improvements back into macros and templates
  • Pre-launch: build the macros and templates library, canned responses, escalation matrix, knowledge base and FAQ, SOPs, and support tooling setup (chat platform, inbox routing)

Main Requirements:

  • Minimum of 5 years of experience in customer service, with at least 2 years as a team or shift lead
  • Native or near-native command of English, both written and verbal
  • Knowledge of an additional language would be considered an advantage
  • Experience in international online casinos would be considered a plus
  • AI friendly: comfortable using AI tools in daily support work and helping the team adopt them
  • Experience building or improving support processes, templates, and knowledge bases
  • Strong sense of ownership, calm under pressure, and clear written communication
  • Comfortable working with back-office tools, CRM inboxes, and live chat platforms
  • Ability to work on a 24/7 rotating shift schedule, including nights and weekends

What We Offer:

  • Fun, modern, and creative office environment
  • Competitive salary for your skills and expertise
  • All the tech gear you need to work smart
  • Performance-based annual salary re-evaluation

This position requires full-time, on-site employment in Kallithea.

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