Customer Support Supervisor

About the role

We are looking for a Customer Support Supervisor to lead our multilingual support team for an international online gaming company. The role involves ensuring high‑quality service, managing daily operations, and driving continuous improvement across chat, ticket and voice channels.

Key responsibilities

• Oversee daily support operations, maintaining agent productivity, schedule adherence and service continuity.
• Monitor real‑time agent performance, providing coaching, feedback and guidance.
• Conduct regular team meetings to share updates, reinforce training and align on performance goals.
• Step in to manage ticket queues or customer interactions during emergencies or peak periods.
• Handle escalated complaints and complex issues, ensuring timely resolution.
• Review chats, tickets and calls for compliance with quality standards, internal policies and regulatory requirements.
• Track and analyse KPIs such as response time, resolution time, customer satisfaction and agent efficiency.
• Lead initiatives to improve support workflows, tools and overall service quality.
• Manage project timelines, priorities and deliverables.
• Prepare and present operational and project reports to senior management.

Required profile

• Proven supervisory experience in iGaming or customer support.
• Strong people‑management and coaching abilities.
• Excellent verbal and written communication.
• Calm, solution‑oriented approach in high‑pressure situations.
• Highly organised with strong time‑management and prioritisation.
• Proactive, hands‑on attitude and strong sense of ownership.
• Fair, objective decision‑making and consistent performance evaluation.
• Adaptable to fast‑paced, evolving environments.
• Commitment to continuous improvement and high professional integrity.

Required skills

• Experience with customer support platforms.
• Proficiency in CRM systems.
• Use of performance monitoring tools.
• Strong analytical skills for data‑driven decisions.
• Knowledge of industry regulations and compliance standards.