Customer Service Shift Lead
Casumo is looking for a Customer Service Shift Lead to oversee daily chat and email volumes, ensuring the smooth handling of customer interactions. The role involves managing shift activities and attendance, as well as providing guidance to ambassadors through coaching sessions.
This position plays a key part in maintaining high service standards and ensuring efficient workflows throughout each shift.
- 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. (required)
- Confident guiding a team, even under pressure, while earning trust and respect. (required)
- Resourceful and solution-focused, not stuck on problems but driven to resolve them. (required)
- Sharp eye for accuracy, compliance, and spotting potential risks. (required)
- Keep composure during high-volume or crisis situations. (required)
- Flexible with shifting priorities, changing regulations, and evolving tools. (required)
- Target-driven and eager to learn, coach others, and continuously improve. (required)
- Excellent at communicating, patient and able to explain complex topics in a concise way. (required)
- Strong sense of fairness and responsibility, especially in a regulated industry. (required)
- Ambitious, eager and ready to learn. (required)
- A reliable, hard working person with a super positive attitude. (required)
- Previous Live chat or Customer Service experience. (required)
- 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
- 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
Casumo is an online casino and sportsbook operator that launched in 2012 and is known for its playful, gamified approach to iGaming. It is live across regulated markets under licences from the MGA, Gibraltar, the UK, Sweden and Spain. Its platform, the "Umoverse", offers thousands of games, a live casino, a sportsbook, daily campaigns and an award-winning app. The company employs a team representing more than 45 nationalities across Malta, Gibraltar, North Macedonia, Croatia, Spain and Serbia, and is headquartered in Malta with a focus on responsible gaming.
