Casumo

Customer Support Shift Lead

Customer Service Ambassador

Risk, Fraud & Payments Analyst

CRM Manager - UK

CRM Lifecycle Executive

As a Customer Support Shift Lead at Casumo, you will oversee daily chat and email volumes, manage shift activities, and provide guidance to ambassadors through coaching. This role involves handling customer escalations, managing team assignments, monitoring attendance, preparing shift reports, and processing Data Subject Access Requests. You will also review refund requests, manage complaints, draft responses for review platforms, and provide chat coverage when needed, ensuring high service standards and efficient workflows.

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Company Overview:</h2><p class="my-4 text-gray-700 leading-relaxed">Welcome to Casumo, your passport to a world of fun, excitement, and responsible gaming. We're an international online casino company with a knack for creating unforgettable gaming experiences. Our secret sauce? A blend of innovation, security, and a dash of playful charm. Nowadays, we're on the hunt for a <strong>Customer Support Shift Lead</strong> to join our team!</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Position Overview:</h2><p class="my-4 text-gray-700 leading-relaxed">As a <strong>Customer Support Shift Lead</strong>, you will be responsible for overseeing the daily chat and email values, ensuring smooth handling of customer interactions. You will manage shift activities and attendance, and provide guidance to ambassadors through coaching sessions. This role plays a key part in maintaining high service standards and ensuring efficient workflows throughout each shift.</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Responsibilities:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Oversee daily Chat and email volumes - queue management.</li><li class="leading-relaxed">Handle ambassador escalations.</li><li class="leading-relaxed">Manage daily team assignments and overall shift operations</li><li class="leading-relaxed">Monitor punctuality and attendance, including rota updates for sickness and shift swaps.</li><li class="leading-relaxed">Prepare and deliver shift reports and ensure smooth handover communication.</li><li class="leading-relaxed">Compile and process Data Subject Access Requests (DSARs).</li><li class="leading-relaxed">Review and handle refund requests.</li><li class="leading-relaxed">Manage and resolve customer complaints.</li><li class="leading-relaxed">Draft and submit responses for Trustpilot, AskGamblers and CasinoGuru reviews.</li><li class="leading-relaxed">Provide chat coverage in extraordinary situations (e.g., last-minute sickness, staffing shortages).</li><li class="leading-relaxed">Conduct ambassador QA evaluations to maintain quality standards.</li><li class="leading-relaxed">Facilitate coaching sessions to support team development.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Requirements:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Passionate about identifying customer needs and providing first contact resolution.</li><li class="leading-relaxed">Confident guiding a team, even under pressure, while earning trust and respect.</li><li class="leading-relaxed">Resourceful and solution-focused, not stuck on problems but driven to resolve them.</li><li class="leading-relaxed">Sharp eye for accuracy, compliance, and spotting potential risks.</li><li class="leading-relaxed">Keep composure during high-volume or crisis situations.</li><li class="leading-relaxed">Flexible with shifting priorities, changing regulations, and evolving tools.</li><li class="leading-relaxed">Target-driven and eager to learn, coach others, and continuously improve.</li><li class="leading-relaxed">Excellent at communicating, patient and able to explain complex topics in a concise way.</li><li class="leading-relaxed">Strong sense of fairness and responsibility, especially in a regulated industry.</li><li class="leading-relaxed">Ambitious, eager and ready to learn.</li><li class="leading-relaxed">A reliable, hard working person with a super positive attitude.</li><li class="leading-relaxed">Previous Live chat or Customer Service experience.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">The Perks:</h2><p class="my-4 text-gray-700 leading-relaxed">Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces! In addition to that, you’ll enjoy:</p><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Private health insurance</li><li class="leading-relaxed">Wellness incentives, including a fitness allowance and mental well-being services</li><li class="leading-relaxed">2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely</li><li class="leading-relaxed">Office lunches - three times per week</li><li class="leading-relaxed">Access to some of the greatest tools and platforms for developing your professional skills and building success within your role</li><li class="leading-relaxed">A range of training courses, known as Casumo College, for continuous learning and growth</li><li class="leading-relaxed">Social events for building strong relationships with colleagues from all across the organisation</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Our ABC values:</h2><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">ASPIRE</h3><p class="my-4 text-gray-700 leading-relaxed">At Casumo, "aspire" means pushing beyond the ordinary and transforming obstacles into stepping stones. Challenges are our breakfast of champions, and comfort zones are out of bounds. Mediocrity? Left behind. Our mantra? Dream big, aim high, and always be ready for the next adventure in innovation.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">BELIEVE</h3><p class="my-4 text-gray-700 leading-relaxed">Belief at Casumo isn't just a feel-good sticker; it's the glue that binds us. Turning "me" achievements into "we" victories, we're a tight-knit crew of dreamers, doers, and relentless supporters. With a high-five arsenal and a trusty cheerleading squad, we're on a mission to prove that together, we're not just strong; we're Casumo strong.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">CARE</h3><p class="my-4 text-gray-700 leading-relaxed">Care is our secret ingredient, the cherry on top of our game. It's not only about ensuring our players have a blast (responsibly, of course); it's about weaving a fabric of support so tight, even the toughest challenges can't tear us apart. From tailoring player experiences to being there for each other, we're all about creating memorable moments.</p>

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This Card Inspector role at Evolution involves the precise inspection of cards, ensuring their quality, and upholding the highest risk and integrity standards. Responsibilities include inspecting a set number of boxes daily, identifying and addressing defects, setting up card boxes for changes, and maintaining strong records. Evolution is a world-leading B2B provider for online casinos, offering a dynamic environment for professional growth.

Evolution is the world’s leading provider of video-streamed Live Casino solutions, delivering world-class, ‘as real as it gets’ live dealer gaming to our licensees, which include many of the world’s best-known gaming brands. We broadcast 24/7/365 in more than 15 languages from our broadcasting studios. At the core of our floor operations are our Game Presenters and Game Hosts, who lead the game in front of the camera and our Shufflers, who prepare the cards. It goes without saying that we also provide world-class career opportunities for talented individuals and as such have attracted the best local and international talent which has been a big part of our overwhelming success.

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Job Description</h2><p class="my-4 text-gray-700 leading-relaxed">Overall you will be responsible for the inspection of cards, their quality, and upholding the highest risk and Integrity standards as imposed by Evolution standards and your direct manager.</p><p class="my-4 text-gray-700 leading-relaxed"><strong>Responsibilities</strong></p><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">To work within your own team to produce the required results and to meet company targets respecting deadline.</li><li class="leading-relaxed">Inspect a set number of boxes per day, with precision and accuracy</li><li class="leading-relaxed">Spot errors and defects in cards and follow the proper procedure for replacing or removing</li><li class="leading-relaxed">Set up card boxes for card change procedures</li><li class="leading-relaxed">Strong record keeping</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Qualifications</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Handy with common tools</li><li class="leading-relaxed">Fluency in English</li><li class="leading-relaxed">Employee must have a valid work permit to work in USA</li><li class="leading-relaxed">Handy with common tools/equipment used for the job</li><li class="leading-relaxed">Ability to work with both hands to inspect cards</li></ul>

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Customer Support Shift Lead

Customer Service Ambassador

Risk, Fraud & Payments Analyst

CRM Manager - UK

CRM Lifecycle Executive

Job Details