Customer Service Shift Supervisor - RMG

Customer Service Shift Supervisor - RMGAt FlowPlay, we're pushing the boundaries of iGaming by combining the best of real money and social Casino gaming experiences. As we continue to grow and innovate, we're excited to offer new opportunities for career advancement within our organization. We're currently seeking a Customer Service Shift Supervisor to join our Real Money Gaming team and help us deliver unparalleled service to our valued players.In this pivotal role, you'll serve as both a hands-on customer service expert and a team leader, guiding our frontline agents to success. Your primary focus will be to ensure that every customer interaction not only meets but exceeds expectations, whether you're directly assisting players or coaching your team to do so. We're looking for individuals who are passionate about helping others, excel at problem-solving, and find fulfillment in creating positive outcomes for our customers.As a Customer Service Shift Supervisor, you'll have the opportunity to make a tangible impact on our operations and our players' experiences. You'll work closely with the Senior Manager, Customer Service to implement and enforce best practices, drive continuous improvement, and foster a positive team environment. When the Director is off-duty, you'll step up as the go-to person for escalations and decision-making, ensuring that our commitment to exceptional service never wavers.We are currently hiring for the Swing shift, working Tuesday-Saturday from 1-9:30pm PT (4pm-12:30am ET). This is a remote position open to candidates located anywhere in the United States. Please note that due to gaming licensing regulations, we are unable to consider applicants based outside of the U.S. at this time.Key ResponsibilitiesProvide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skillsServe as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coachingAssist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practicesMonitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs and deliver high-quality customer serviceIdentify areas for improvement in customer service processes and work with the Manager to implement necessary changesConduct regular team huddles and one-on-one meetings with agents to provide feedback, discuss performance, and foster a positive team environmentAssist in the training and onboarding of new customer service agents, ensuring they have the knowledge and skills to succeed in their rolesMaintain accurate records of customer interactions, escalations, and resolutions, and provide regular reports to the ManagerHandle customer calls and inquiries as a part of our standard coverage planCollaborate with other departments to resolve complex customer issues and ensure a seamless customer experienceStay informed about industry trends, regulations, and best practices in customer service, particularly in the Real Money Gaming spaceRequired Skills and CompetenciesProven experience in a customer service leadership role, preferably in a call center environmentStrong understanding of customer service best practices and the ability to coach others to deliver exceptional serviceExcellent communication and interpersonal skills, with the ability to build strong relationships with team members and customersProficient in customer service management systems and technologies, such as ZenDeskAbility to analyze data and metrics to identify trends and areas for improvementStrong problem-solving and decision-making skills, with the ability to remain calm and professional under pressureFamiliarity with online gaming platforms, particularly in the Real Money Gaming industryCommitment to fostering a positive and collaborative team environmentFlexibility to work various shifts, including nights, weekends, and holidaysOther RequirementsHigh school diploma or equivalent; bachelor's degree preferredMinimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory roleAbility to successfully complete a background check, drug screen, and obtain necessary gaming licensesSuccessfully complete required jurisdictional trainingWillingness to work in a fast-paced, dynamic environment and adapt to changing prioritiesJoin the FlowPlay team!At FlowPlay, we pride ourselves on being a company that we all love working for. We are regularly featured among the 20 best places to work in Seattle (according to Seattle Business Magazine), and our average tenure in the company is almost 8 years. Despite delivering large and successful games with global reach, we have a small team culture where each colleague’s impact can be felt. In surveys, our employees report high satisfaction rates, and say that they enjoy getting to know and work wit