Customer Service Shift Supervisor - RMG

Customer Service Shift Supervisor - RMG At FlowPlay, we're pushing the boundaries of iGaming by combining the best of real money and social Casino gaming experiences. As we continue to grow and innovate, we're excited to offer new opportunities for career advancement within our organization. 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, whether you're directly assisting players or coaching your team to do so. We're looking for individuals who are passionate about helping others, excel at problem-solving, and find fulfillment in creating positive outcomes for our customers. As a Customer Service Shift Supervisor, you'll have the opportunity to make a tangible impact on our operations and our players' experiences. You'll work closely with the Senior Manager, Customer Service to implement and enforce best practices, drive continuous improvement, and foster a positive team environment. When the Director is off-duty, you'll step up as the go-to person for escalations and decision-making, ensuring that our commitment to exceptional service never wavers. We are currently hiring for the Swing shift, working Tuesday-Saturday from 1-9:30pm PT (4pm-12:30am ET). This is a remote position open to candidates located anywhere in the United States. Please note that due to gaming licensing regulations, we are unable to consider applicants based outside of the U.S. at this time. 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 Required Skills and Competencies 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 Other 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 Join the FlowPlay team! At FlowPlay, we pride ourselves on being a company that we all love working for. We are regularly featured among the 20 best places to work in Seattle (according to Seattle Business Magazine), and our average tenure in the company is almost 8 years. Despite delivering large and successful games with global reach, we have a small team culture where each colleague’s impact can be felt. In surveys, our employees report high satisfaction rates, and say that they enjoy getting to know and work with each other and value working on games that bring people joy. We offer: 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