Customer Service Supervisor
Customer Service Supervisor
Remote/Nevada (Reno or Las Vegas)
The Customer Service Supervisor at United Interactive will oversee the Customer Service (CS) team, working independently Thursday through Sunday in 10-hour shifts during peak gaming hours. This role involves managing CS agents, scheduling, onboarding, and coordinating training to ensure consistent service coverage. Key responsibilities include monitoring Zendesk to maintain SLAs, handling customer inquiries via calls, emails, and chat, and managing KYC (Know Your Customer) data verification. This role will also support AML and Fraud departments with compliance documentation, CCDR reporting, and initiating Jira filings for potential disputes. Additional duties include small project management and ongoing CS training.
Core Responsibilities:
- Team Management: Oversee and support CS agents, schedule shifts, onboard new agents, and provide ongoing training to maintain high service standards.
- Customer Assistance: Act as a point of contact for customer queries, responding via calls, emails, and chat, ensuring prompt and high-quality support.
- Compliance & Documentation: Conduct KYC verification for 100 players daily, assist with AML documentation, and handle false negatives reporting.
- Quality Assurance: Monitor Zendesk queues to ensure SLA adherence, process CCDR reports, and provide recommendations for dispute resolutions.
- Jira Reporting: Initiate and manage Jira Service Desk filings as required, collaborating with the Compliance Department.
Requirements:
- Proven leadership abilities with a background in customer service, ideally in the gaming or iGaming industry.
- Proficiency in customer service and compliance tools, including Zendesk and Jira.
United Interactive is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We celebrate diversity and are committed to creating an inclusive environment for all employees.