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Overview
Join BetConstruct as a Customer Support Shift Manager in Romania. Lead a team to ensure excellent customer service in the iGaming industry. Are you an experienced Customer Support professional ready to step into a leadership role in the dynamic iGaming industry? We are looking for a dedicated Customer Support Shift Manager to ensure smooth operational performance across assigned shifts.
Key Responsibilities
- •Supervise live chat operations during shifts, keeping First Response Time (FRT) below 30 seconds and Next Response Time (NRT) below 2 minutes
- •Reassign chats based on agent availability, workload, and experience while proactively monitoring queue health
- •Handle complex, high-risk, or sensitive customer interactions, complaints, VIP issues, payment disputes, and responsible gaming concerns
- •Monitor chat queues, review abandoned chats, and ensure unresolved customers receive prompt email follow-ups
- •Provide hourly operational updates and coordinate communication with relevant departments during operational issues or traffic spikes
- •Perform SumSub verification checks and ensure strict compliance with KYC/AML procedures
- •Raise and track Jira tickets for Risk, Payments, Sportsbook, Technical, CRM, and Product departments to keep agents focused on live support
- •Review and issue approved goodwill bonuses according to CRM and company guidelines
- •Prepare detailed end-of-shift reports covering queue performance, incidents, escalations, staffing, and handover notes
- •Support, coach, and guide agents throughout the shift while upholding quality and CSAT standards
- •Conduct telephone outreach to customers experiencing issues during account verification or validation
Requirements & Qualifications
- •Proven background in Customer Support and live chat operations
- •Hands-on experience with Live Chat platforms, Jira, SumSub, CRM systems, and Microsoft Office / Google Workspace
- •Strong leadership, decision-making, and critical thinking skills under pressure
- •Excellent multitasking, organizational, and communication capabilities
- •Strong sense of ownership, accountability, and operational drive
- •High customer focus and adaptability in a fast-paced environment
Nice to Have
- •Previous experience as a Team Lead or Senior Support Specialist
- •Direct experience within the iGaming or online gambling sector
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