Position Overview

The Shift Leader will manage escalations, minimize disruptions, and act as a bridge between operations and other departments, providing feedback and addressing urgent concerns. They will optimize workflows, assign duties to agents, and monitor team productivity to maintain smooth daily operations. By delivering on-the-spot coaching and guidance, the Shift Leader will improve team performance, reduce errors, and directly contribute to enhanced customer satisfaction and retention while ensuring operational targets are met.

Key Responsibilities

• Provide real-time support to agents by assisting with customer complaints and complex cases, including chat takeovers when necessary.
  
• Assign shift tasks and responsibilities on an ad-hoc basis to ensure operational efficiency.
  
• Act as a communication hub, relaying crucial information between departments during shifts.
  
• Manage Help Center banners and ensure accurate, timely updates as needed.
  
• Report incidents (INC) promptly to relevant stakeholders for resolution.
  
• Own the handover process for the next shift, ensuring seamless coordination and communication.
  
• Monitor live traffic, CDR (Chat Drop Rate), and handling times to maintain service quality.
  
• Escalate issues internally or to third-party partners as required.
  
• Serve as the go-to contact for other Operations Managers during the shift.
  
• Conduct testing of systems or processes when necessary.
  
• Stay informed about daily promotions and events relevant to the current shift.
  
• Communicate key updates and announcements to the team during the shift.
  
• Ensure sufficient coverage for breaks and lunches, avoiding unattended chats at all times.
  
• Act as the Voice of the Customer (VOC) for the shift, representing customer concerns and feedback.
  
• Monitor the KPIs + queues and give direct consistent reports to management

Requirements

• 2+ years in customer support/operations, ideally in iGaming
• Leadership in team management
• Skilled in escalations and complex issue resolution
• Live traffic monitoring and reporting
• CRM and support tool proficiency
• iGaming platform and regulation knowledge
• Coaching and training experience
• Performance management and quality assurance exposure
• Strong communication and problem-solving
• Operational monitoring (traffic, workflows)
• Detail-oriented and customer-focused
• Adaptable and resilient under pressure
• Empathetic and supportive team player

Why Work With Us?

At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). 🎉💼  We offer:

• Competitive Salary & Benefits
• Growth & Development Opportunities
• Creative and Collaborative Environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.