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Team: Support
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Shift Supervisor - RMG based in United States.
This role sits at the heart of a fast-paced Real Money Gaming customer support environment, where service quality directly shapes player satisfaction and retention.
You will act as both a frontline escalation expert and a shift leader, ensuring smooth daily operations across the customer service team.
The position combines hands-on problem-solving with people management, requiring strong judgment and the ability to stay composed under pressure.
You will guide agents in real time, helping them deliver consistent, high-quality support across complex customer interactions.
Working closely with management, you will help enforce best practices, improve processes, and strengthen team performance.
This is a high-impact role where your leadership directly influences service excellence and operational efficiency.
You will also play a key role in maintaining a positive, collaborative, and performance-driven team culture.
Accountabilities:
- Act as the primary escalation point during assigned shifts, resolving complex customer issues and ensuring timely, high-quality resolutions.
- Supervise, coach, and support customer service agents in real time to ensure adherence to KPIs and service standards.
- Monitor team performance throughout the shift, identifying gaps and driving immediate corrective actions when needed.
- Conduct team huddles and one-on-one coaching sessions to support continuous improvement and engagement.
- Support onboarding and training of new agents to ensure strong ramp-up and operational readiness.
- Maintain accurate documentation of customer interactions, escalations, and resolutions, ensuring reliable reporting.
- Collaborate with cross-functional teams to resolve customer issues and improve end-to-end service delivery.
- Minimum 5 years of customer service experience, including at least 2 years in a supervisory or leadership role.
- Strong background in call center or high-volume customer support environments.
- Excellent communication, leadership, and interpersonal skills with proven ability to coach and develop teams.
- Experience using customer service platforms (e.g., Zendesk or similar tools).
- Strong analytical skills with the ability to interpret performance data and identify improvement opportunities.
- Ability to remain calm, decisive, and effective in high-pressure or escalated situations.
- Familiarity with online gaming or Real Money Gaming environments is an advantage.
- Flexibility to work swing shifts, including evenings, weekends, and holidays.
- Competitive hourly compensation of $22/hour.
- Fully covered medical insurance (PPO or HSA options), dental, and vision plans.
- 401(k) retirement plan with company matching contributions.
- Life insurance and long-term disability coverage.
- Flexible spending accounts (FSA) for medical and dependent care expenses.
- Opportunity to work in a dynamic, fast-growing gaming industry environment.
- Exposure to leadership responsibilities in a collaborative and supportive team structure.
Requirements:
Benefits:
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