2SL Chat Supervisor
Core
Lead the Level 2 technical chat support team, handling complex technical inquiries and optimizing support processes for iGaming clients.
Role type
Senior IC Chat Support Supervisor
Builds
Optimized support workflows and improved client experience in the iGaming sector
Domain
iGaming / Technical Support
Required skills
Level 2 chat support experience, Jira, Confluence, Google Sheets, CRM systems, QA processes, analytical thinking, conflict resolution, data privacy principles, process optimization
Preferred skills
Team management, mentoring, SOP creation, automation initiation, cross-functional collaboration
Technologies
Jira, Confluence, Google Sheets, CRM systems
Responsibilities
Manage team scheduling and workload balancing, onboard and mentor new employees, control quality and KPIs, analyze workflows and optimize operational flows, create and update internal SOPs, initiate support automation, interact with QA/Product/Dev teams, analyze ticket metrics and escalations, prepare analytics and reporting for leadership