<div class="description"><h3>Customer Service Shift Supervisor - RMG</h3><p>At <a href="https://himalayas.app/companies/flowplay">FlowPlay</a>, 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.</p><p>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.</p><p>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.</p><p>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.</p><h3>Key Responsibilities</h3><ul><li>Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills</li><li>Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching</li><li>Assist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practices</li><li>Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs and deliver high-quality customer service</li><li>Identify areas for improvement in customer service processes and work with the Manager to implement necessary changes</li><li>Conduct regular team huddles and one-on-one meetings with agents to provide feedback, discuss performance, and foster a positive team environment</li><li>Assist in the training and onboarding of new customer service agents, ensuring they have the knowledge and skills to succeed in their roles</li><li>Maintain accurate records of customer interactions, escalations, and resolutions, and