Position Overview

We’re looking for a hands-on Customer Service Shift Lead to own live operations and keep customer support running smoothly. You’ll support agents in real time, handle escalations and complex cases, monitor traffic and KPIs, and ensure full coverage throughout the shift.

As the main point of contact, you’ll manage incidents, escalations, handovers, and cross-team communication while acting as the Voice of the Customer. If you thrive in fast-paced environments and enjoy leading teams while protecting service quality, this role offers real impact and responsibility.

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

• Minimum of 2 years’ experience in customer support or operations, preferably within the iGaming or gaming industry

• Proven experience in a leadership or supervisory role, managing teams during shifts

• Experience in handling escalations and resolving complex customer issues

• Strong background in live traffic monitoring and operational reporting 

• Familiarity with CRM systems and customer support tools

• Experience in scheduling, shift management, and resource allocation

• Knowledge of iGaming platforms and relevant industry regulations

• Experience in coaching and training team members

• Prior exposure to performance management and quality assurance processes

The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.

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.