Support Shift Lead
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Job Location:
Philippines - Philippines
Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Location: Fully Remote Philippines - Shifting Schedule
Are you a seasoned support professional with a passion for leadership and operational excellence We are looking for a Support Shift Lead to guide our frontline agents optimize our daily operations and help shape the future of our customer experience.
In this role you wont just manage a queue you will mentor a team bridge the gap between departments and act as a strategic partner in our growth.
Key Focus Areas
Team Leadership
Coach and mentor agents to hit performance and development goals
Conduct regular reviews and provide actionable feedback to staff
Foster a positive high-energy and accountable team culture
Operational Oversight
Monitor real-time metrics like response times QA scores and CSAT
Manage shift schedules and staffing levels to ensure full coverage
Resolve high-level customer escalations and complex technical issues
Process & Strategy
Identify workflow bottlenecks and update Standard Operating Procedures (SOPs)
Collaborate with Fraud VIP and HR departments on cross-functional tasks
Lead special projects to implement new tools or improve team efficiency
Communication & Reporting
Provide detailed shift reports and performance updates to management
Translate complex policy changes into clear instructions for the team
Act as the primary point of contact for leadership during assigned shifts
Requirements
Previous leadership experience preferably as a Shift Leader or similar role.
Proven experience in a customer-facing role (e.g. customer support technical support)
Excellent written and verbal communication skills with a professional and empathetic tone.
Strong analytical abilities and a commitment to a first-time resolution mindset.
High attention to detail and accuracy especially in documenting interactions.
The ability to handle sensitive information with complete confidentiality.
Comfortable working in a performance-driven environment using workforce analytics software (e.g. Hubstaff) to track productivity.
Highly Preferred: Knowledge of or experience with online casino/gaming platforms. Independent contractor experience with remote work experience and work setup.
Why Join Us
Youll make a real impact here working in a fast-paced environment where your daily contributions directly shape the customer experience and the success of our product.
Forget the commute for good. This is a fully remote position that allows you to work from the comfort of your own home using your own device.
We believe in objective growth. Youll work within a structured performance-led framework where your hard work is recognized through clear measurable metrics.
Key Skills
- Quality Analysis
- Facility
- ISO
- Inventory Levels
- Root cause Analysis
- Shift operations
- General Maintenance
- Daily Operations
- Supervision
- Analysis
- PLC
- Safety Standards
- Quality Standards
- Time management skills
- Troubleshooting
About Company
A rising powerhouse in online gambling and betting weve made our mark in just four yearsand were just getting started. Our success is driven by a team of experts in casino operations marketing and beyond leading innovative projects across casino crypto and game development. More than ... View more
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