Support Shift Lead

Location: Fully Remote Philippines - Shifting Schedule Are you a seasoned support professional with a passion for leadership and operational excellence? We are looking for a Support Shift Lead to guide our frontline agents, optimize our daily operations, and help shape the future of our customer experience. In this role, you won’t just manage a queue, you will mentor a team, bridge the gap between departments, and act as a strategic partner in our growth. Key Focus Areas Team Leadership ▫️ Coach and mentor agents to hit performance and development goals ▫️ Conduct regular reviews and provide actionable feedback to staff ▫️ Foster a positive, high-energy, and accountable team culture Operational Oversight ▫️ Monitor real-time metrics like response times, QA scores, and CSAT ▫️ Manage shift schedules and staffing levels to ensure full coverage ▫️ Resolve high-level customer escalations and complex technical issues Process & Strategy ▫️ Identify workflow bottlenecks and update Standard Operating Procedures (SOPs) ▫️ Collaborate with Fraud, VIP, and HR departments on cross-functional tasks ▫️ Lead special projects to implement new tools or improve team efficiency Communication & Reporting ▫️ Provide detailed shift reports and performance updates to management ▫️ Translate complex policy changes into clear instructions for the team ▫️ Act as the primary point of contact for leadership during assigned shifts Requirements Previous leadership experience, preferably as a Shift Leader or similar role. Proven experience in a customer-facing role (e.g., customer support, technical support) Excellent written and verbal communication skills with a professional and empathetic tone. Strong analytical abilities and a commitment to a "first-time resolution" mindset. High attention to detail and accuracy, especially in documenting interactions. The ability to handle sensitive information with complete confidentiality. Comfortable working in a performance-driven environment, using workforce analytics software (e.g., Hubstaff) to track productivity. Highly Preferred: Knowledge of or experience with online casino/gaming platforms. Independent contractor experience with remote work experience and work setup. 🤝Why Join Us? You’ll make a real impact here, working in a fast-paced environment where your daily contributions directly shape the customer experience and the success of our product. Forget the commute for good. This is a fully remote position that allows you to work from the comfort of your own home using your own device. We believe in objective growth. You’ll work within a structured, performance-led framework where your hard work is recognized through clear, measurable metrics.