Customer Support Shift Manager / VBET
VBET is seeking a Customer Support Shift Manager to oversee daily operations and ensure high-quality service delivery within the Customer Support department. The role involves managing team performance, providing guidance to support specialists, and maintaining operational standards.
The successful candidate will act as a point of escalation for complex inquiries and ensure that the team remains informed about product updates, regulatory requirements, and technical developments. This position requires a proactive approach to team development, reporting, and process management to maintain a secure and efficient gaming environment.
- Supervise and monitor team members' daily performance, including ongoing chats and calls.
- Organize activities aimed at improving team awareness, product knowledge, and service quality.
- Identify the root causes of errors, discuss them with the team, and provide guidance/additional information.
- Provide assistance to the team and raise unresolved issues to direct management or the regional team.
- Identify, report, and create Jira tasks to track and manage technical issues and customer-reported bugs.
- Stay up-to-date with the latest games, promotions, payment methods, gambling laws, and platform feature changes.
- Maintain full knowledge of skin licenses, regulatory requirements, and website operations.
- Help new agents quickly integrate into the work process (onboarding).
- Take ownership of complex, sensitive, or escalated customer inquiries that agents cannot resolve, ensuring prompt and effective resolution.
- Ensure adequate staffing levels for all shifts and organise team rotations.
- Provide regular reports to higher management on team performance and customer feedback.
- Ensure agents follow defined processes, operational policies, and scripts.
- Offer constructive and specific feedback to agents based on quality assessments to help refine their skills.
- Proficiency in languages (depending on skin Armenian/English/Russian/French/Turkish/German/Hindi) (required).
- Knowledge of gambling industry regulations and licensing requirements (required).
- Knowledge of popular games like poker, slots, blackjack, or sports betting systems, including rules, betting options, odds, and outcomes (required).
- Ability to create and update knowledge base information (required).
- Understanding of licensing requirements and regulatory frameworks across various jurisdictions (required).
- Knowledge of PandayoPlus, Jira, Zulu, Hoory (required).
- Understanding of cybersecurity protocols to protect user data (required).
SoftConstruct is a technology developer founded by the Badalyan brothers in 2010, working across a range of IT sectors. The company originated several market-leading brands, including BetConstruct, FeedConstruct, SpringBME, Ucraft, Fasttoken and FastShift, which together make up the wider SoftConstruct group. Its best-known product, BetConstruct, supplies online gaming and sports betting software and services to operators worldwide. SoftConstruct employs over 5,000 people across more than 10 trademarks and numerous offices, and is headquartered in Yerevan, Armenia.
