Lead Team lead · gambling, igaming

Create CVLoginCV viewHead of SupportNegotiableMoldovaChisinauFullRemoteWork experience1 year 11 monthsLast work experienceCompany under NDACustomer Support Shift Manager1 year 11 monthsContactsAboutAboutResults-driven Customer Support Shift Manager with progressive leadership experience in regulated industries (iGaming/Tech). Skilled in managing shift operations, optimizing KPIs (CSAT, FCR, SLA, TTR), coaching teams, and improving service quality through data-driven decisions. Strong expertise in CRM systems, compliance (GDPR, AML/KYC, Responsible Gambling), and cross- functional collaboration. Recognized for building engaged teams and maintaining operational excellence in high-pressure environments.Affiliate experience No data availableWork experience1 year 11 monthsOctober 2024 - to date(1 year 11 months)Company under NDACustomer Support Shift ManagerLead a team of 10+ support agents across shifts. Understanding of regulatory requirements (e.g. GDPR, AML/KYC, Responsible Gambling) CRM systems for tracking customer interactions Interpreting performance metrics: CSAT, FCR, TTR, SLA Reporting and dashboard tools Introduced SOP improvements that increased operational efficiency and onboarding support agents Understanding of common technical issues (e.g. bugs, server errors, payment failures) Ability to effectively communicate issues to development or QA teams and other departments. Motivating and coaching the team Clear, professional, and adaptable communication Managing stress and multitasking effectively Taking initiative to resolve issues and improve processeSkillsCRM & Ticketing SystemsTeam Leadership & Coaching& Quality AssuranceCustomer ExperienceData Analysis & KPIsBasic Technical KnowledgeLeadership & TeamManagementEmpathy & EmotionalIntelligenceAdaptability & ResilienceCustomer-First MindsetConflict Resolution SkillsLanguage proficiencyProfessional EnglishNative RomanianProfessional RussianEmploymentEmploymentFull, Part-time, Project-basedWork formatRemoteWork scheduleFlexible, Shift, 5/2RelocationPossibleBusiness tripsBusiness trips possibleArbiHunterAbout the companyPublic APIMedia KitNEWSupportTerms of ServicePrivacy PolicyMoreSearch for employeesPublish a vacancyMobile appFor all questions[contact hidden]© 2026 All rights reservedPrivacy Policy