Customer Support Team (Shift) Lead

Customer Support Team (Shift) Lead

We are looking for a Customer Support Team (Shift) Lead with at least 5 years of experience in customer service, including 2 years in a lead or supervisory role. You will report to the CS Manager and be responsible for running shifts, coaching agents, and owning second-line escalations in a 24/7 online casino operation.

As we are preparing for launch, you will also play a key role in building the Customer Support function from the ground up: templates, knowledge base, escalation procedures, and tooling. We are looking for someone who is AI friendly and actively uses AI tools to improve the quality and speed of support.

Your day-to-day tasks will include:

• Run the shift: roster, handovers, coverage, breaks, and escalation availability

• Coach and supervise CS Agents: monitor live chats and emails, provide side-by-side feedback, and onboard new agents

• Own quality: QA scoring, chat audits, tone-of-voice enforcement, and error follow-up

• Handle second-line player escalations (bonuses, payments, responsible gambling, complaints) and liaise with Payments, KYC, and VIP teams

• Track and report SLA, first response time, CSAT, and productivity per agent; deliver shift reports to the CS Manager

• Use and champion AI tools (reply drafting, summarization, QA assist) and feed improvements back into macros and templates

• Pre-launch: build the macros and templates library, canned responses, escalation matrix, knowledge base and FAQ, SOPs, and support tooling setup (chat platform, inbox routing)

Main Requirements:

• Minimum of 5 years of experience in customer service, with at least 2 years as a team or shift lead

• Native or near-native command of English, both written and verbal

• Knowledge of an additional language would be considered an advantage

• Experience in international online casinos would be considered a plus

• AI friendly: comfortable using AI tools in daily support work and helping the team adopt them

• Experience building or improving support processes, templates, and knowledge bases

• Strong sense of ownership, calm under pressure, and clear written communication

• Comfortable working with back-office tools, CRM inboxes, and live chat platforms

• Ability to work on a 24/7 rotating shift schedule, including nights and weekends

What We Offer:

• Fun, modern, and creative office environment

• Competitive salary for your skills and expertise

• All the tech gear you need to work smart

• Performance-based annual salary re-evaluation

This position requires full-time, on-site employment in Kallithea.