Customer Support Shift Manager
An experienced Customer Support professional is sought to step into a leadership role in the dynamic iGaming industry. The role ensures smooth operational performance across assigned shifts. The individual will lead a team of 2–5 Customer Support Agents, manage live chat queues, handle complex escalations, and maintain optimal service levels to deliver an outstanding customer experience.
- Supervise live chat operations during shifts, keeping First Response Time (FRT) below 30 seconds and Next Response Time (NRT) below 2 minutes.
- Reassign chats based on agent availability, workload, and experience while proactively monitoring queue health.
- Handle complex, high-risk, or sensitive customer interactions, complaints, VIP issues, payment disputes, and responsible gaming concerns.
- Monitor chat queues, review abandoned chats, and ensure unresolved customers receive prompt email follow-ups.
- Provide hourly operational updates and coordinate communication with relevant departments during operational issues or traffic spikes.
- Perform SumSub verification checks and ensure strict compliance with KYC/AML procedures.
- Raise and track Jira tickets for Risk, Payments, Sportsbook, Technical, CRM, and Product departments to keep agents focused on live support.
- Review and issue approved goodwill bonuses according to CRM and company guidelines.
- Prepare detailed end-of-shift reports covering queue performance, incidents, escalations, staffing, and handover notes.
- Support, coach, and guide agents throughout the shift while upholding quality and CSAT standards.
- Conduct telephone outreach to customers experiencing issues during account verification or validation.
- Proven background in Customer Support and live chat operations (required).
- Hands-on experience with Live Chat platforms, Jira, SumSub, CRM systems, and Microsoft Office / Google Workspace (required).
- Strong leadership, decision-making, and critical thinking skills under pressure (required).
- Excellent multitasking, organisational, and communication capabilities (required).
- Strong sense of ownership, accountability, and operational drive (required).
- High customer focus and adaptability in a fast-paced environment (required).
- Previous experience as a Team Lead or Senior Support Specialist (nice-to-have).
- Direct experience within the iGaming or online gambling sector (nice-to-have).
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.