Job Description
- Oversee daily Chat and email volumes - queue management.
- Handle ambassador escalations.
- Manage daily team assignments and overall shift operations.
- Monitor punctuality and attendance, including rota updates for sickness and shift swaps.
- Prepare and deliver shift reports and ensure smooth handover communication.
- Compile and process Data Subject Access Requests (DSARs).
- Review and handle refund requests.
- Manage and resolve customer complaints.
- Draft and submit responses for Trustpilot, AskGamblers and CasinoGuru reviews.
- Provide chat coverage in extraordinary situations (e.g., last-minute sickness, staffing shortages).
- Conduct ambassador QA evaluations to maintain quality standards.
- Facilitate coaching sessions to support team development.
- Passionate about identifying customer needs and providing first contact resolution.
- Confident guiding a team, even under pressure, while earning trust and respect.
- Resourceful and solution-focused, not stuck on problems but driven to resolve them.
- Sharp eye for accuracy, compliance, and spotting potential risks.
- Keep composure during high-volume or crisis situations.
- Flexible with shifting priorities, changing regulations, and evolving tools.
- Target-driven and eager to learn, coach others, and continuously improve.
- Excellent at communicating, patient and able to explain complex topics in a concise way.
- Strong sense of fairness and responsibility, especially in a regulated industry.
- Ambitious, eager and ready to learn.
- A reliable, hard working person with a super positive attitude.
- Previous Live chat or Customer Service experience.
- Private health insurance
- Wellness incentives, including a fitness allowance and mental well-being services
- 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
- Office lunches - three times per week
- Access to some of the greatest tools and platforms for developing your professional skills and building success within your role
- A range of training courses, known as Casumo College, for continuous learning and growth
- Social events for building strong relationships with colleagues from all across the organisation
Company Overview:
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 Customer Support Shift Lead to join our team!
Position Overview:
As a Customer Support Shift Lead, 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.
Responsibilities:
- Oversee daily Chat and email volumes - queue management.
- Handle ambassador escalations.
- Manage daily team assignments and overall shift operations
- Monitor punctuality and attendance, including rota updates for sickness and shift swaps.
- Prepare and deliver shift reports and ensure smooth handover communication.
- Compile and process Data Subject Access Requests (DSARs).
- Review and handle refund requests.
- Manage and resolve customer complaints.
- Draft and submit responses for Trustpilot, AskGamblers and CasinoGuru reviews.
- Provide chat coverage in extraordinary situations (e.g., last-minute sickness, staffing shortages).
- Conduct ambassador QA evaluations to maintain quality standards.
- Facilitate coaching sessions to support team development.
Requirements:
- Passionate about identifying customer needs and providing first contact resolution.
- Confident guiding a team, even under pressure, while earning trust and respect.
- Resourceful and solution-focused, not stuck on problems but driven to resolve them.
- Sharp eye for accuracy, compliance, and spotting potential risks.
- Keep composure during high-volume or crisis situations.
- Flexible with shifting priorities, changing regulations, and evolving tools.
- Target-driven and eager to learn, coach others, and continuously improve.
- Excellent at communicating, patient and able to explain complex topics in a concise way.
- Strong sense of fairness and responsibility, especially in a regulated industry.
- Ambitious, eager and ready to learn.
- A reliable, hard working person with a super positive attitude.
- Previous Live chat or Customer Service experience.
The Perks:
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:
- Private health insurance
- Wellness incentives, including a fitness allowance and mental well-being services
- 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
- Office lunches - three times per week
- Access to some of the greatest tools and platforms for developing your professional skills and building success within your role
- A range of training courses, known as Casumo College, for continuous learning and growth
- Social events for building strong relationships with colleagues from all across the organisation
Our ABC values:
ASPIRE
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.
BELIEVE
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.
CARE
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.
