[Hiring] Customer Service Shift Supervisor @Flowplay

Role Description

At FlowPlay, we're pushing the boundaries of iGaming by combining the best of real money and social Casino gaming experiences. We're currently seeking a Customer Service Shift Supervisor to join our Real Money Gaming team and help us deliver unparalleled service to our valued players.

In this pivotal role, you'll serve as both a hands-on customer service expert and a team leader, guiding our frontline agents to success. Your primary focus will be to ensure that every customer interaction not only meets but exceeds expectations.

Key Responsibilities:

• Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills.
• Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching.
• Assist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practices.
• Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs and deliver high-quality customer service.
• Identify areas for improvement in customer service processes and work with the Manager to implement necessary changes.
• Conduct regular team huddles and one-on-one meetings with agents to provide feedback, discuss performance, and foster a positive team environment.
• Assist in the training and onboarding of new customer service agents, ensuring they have the knowledge and skills to succeed in their roles.
• Maintain accurate records of customer interactions, escalations, and resolutions, and provide regular reports to the Manager.
• Handle customer calls and inquiries as a part of our standard coverage plan.
• Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience.
• Stay informed about industry trends, regulations, and best practices in customer service, particularly in the Real Money Gaming space.

Qualifications

• Proven experience in a customer service leadership role, preferably in a call center environment.
• Strong understanding of customer service best practices and the ability to coach others to deliver exceptional service.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and customers.
• Proficient in customer service management systems and technologies, such as ZenDesk.
• Ability to analyze data and metrics to identify trends and areas for improvement.
• Strong problem-solving and decision-making skills, with the ability to remain calm and professional under pressure.
• Familiarity with online gaming platforms, particularly in the Real Money Gaming industry.
• Commitment to fostering a positive and collaborative team environment.
• Flexibility to work various shifts, including nights, weekends, and holidays.

Requirements

• High school diploma or equivalent; bachelor's degree preferred.
• Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
• Ability to successfully complete a background check, drug screen, and obtain necessary gaming licenses.
• Successfully complete required jurisdictional training.
• Willingness to work in a fast-paced, dynamic environment and adapt to changing priorities.

Benefits

• Fully-paid medical (PPO or HSA), dental, and vision plans.
• A 401k plan with company matching.
• Long-term disability.
• Life insurance.
• FSA plan for Medical and Dependent Care.
• Compensation: $22 per hour.