Job Description
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
✔️ Preparing daily market performance reports and providing them to the management;
✔️ Monitoring the workload on CS, taking proactive actions and communicating with the management;
✔️ Processing personal data requests from customers;
✔️ Assisting customer support agents by serving as second-line customer escalations from various jurisdictions;
✔️ Handling customer complaints;
✔️ Escalating product issues via Jira;
✔️ Check whether the scheduled number of agents is online, taking into account the pre-planned breaks and email rotations.
✅ 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.
✅ We Offer Incredible Benefits
💻 Learning and development opportunities with challenging tasks.
📝 Official employment in compliance with Cyprus and EU laws, including family member registration.
✈️ Comprehensive relocation package, covering tickets and a two-week hotel stay.
🏋️♂️ On-site company fitness corner for employees.
📚 Language skills development program with partial compensation for classes.
🎁 Special birthday celebration gift.
🏝 Generous 24 days of annual vacation for proper rest.
🍲 Enjoy breakfasts and lunches in the office, partially covered by the company.
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
✔️ Preparing daily market performance reports and providing them to the management;
✔️ Monitoring the workload on CS, taking proactive actions and communicating with the management;
✔️ Processing personal data requests from customers;
✔️ Assisting customer support agents by serving as second-line customer escalations from various jurisdictions;
✔️ Handling customer complaints;
✔️ Escalating product issues via Jira;
✔️ Check whether the scheduled number of agents is online, taking into account the pre-planned breaks and email rotations.
✅ 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.
✅ We Offer Incredible Benefits
💻 Learning and development opportunities with challenging tasks.
📝 Official employment in compliance with Cyprus and EU laws, including family member registration.
✈️ Comprehensive relocation package, covering tickets and a two-week hotel stay.
🏋️♂️ On-site company fitness corner for employees.
📚 Language skills development program with partial compensation for classes.
🎁 Special birthday celebration gift.
🏝 Generous 24 days of annual vacation for proper rest.
🍲 Enjoy breakfasts and lunches in the office, partially covered by the company.