Customer Support Shift Coordinator

ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world's biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.
 
Our global team of over 7,000 talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.
At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success.
 
To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.
 
Be part of the future of iGaming with 7,000 ARRISERS See a job that excites you? Apply now, and our friendly recruitment team will connect with you soon. Your journey starts here   Role Overview: The Customer Support Shift Coordinator plays a key role in ensuring smooth daily operations by monitoring team performance, managing escalations, and acting as the bridge between agents, Team Leads, and other departments. They oversee shift activities, provide guidance, and ensure compliance with company policies while fostering a productive and professional work environment.  

Key Responsibilities:

• Monitor and support agents throughout their shifts, ensuring adherence to company SLAs, policies, and operational procedures.
• Act as the first point of contact for escalations, resolving issues whenever possible and escalating to the appropriate department when necessary.
• Oversee communication channels, ensuring all relevant updates, shift handovers, and operational challenges are properly documented and addressed.
• Identify performance trends and areas of improvement, providing feedback and support to agents as needed.
• Monitor absenteeism, shift coverage, and workload distribution, making real-time adjustments to maintain efficiency.
• Report technical issues, procedural misconduct, or operational irregularities to the relevant teams and provide clear documentation.
• Collaborate with Team Leads, Trainers, and Managers to ensure seamless workflow and process improvements.
• Maintain a strong understanding of company policies, platform functionalities, and potential fraud patterns to support operational decisions.
• Serve as a role model by demonstrating professionalism, accountability, and proactive problem-solving.
• Active contribution to the department's quality process, with review of work delivered by team members and participation in quality process calibration sessions.

Requirements:

• At least 6 months of experience in a similar role or 1 year within customer support.
• Strong written and verbal communication skills in English.
• Good analytical and problem-solving skills with a proactive mindset.
• Ability to multitask, prioritize, and remain calm under pressure.
• Strong teamwork skills and the ability to collaborate across departments.
• Proficiency in MS Office and internal ticketing systems.

Desired Traits:

• High attention to detail and strong organizational skills.
• Assertiveness, empathy, and a solution-oriented mindset.
• Ability to handle challenging situations with professionalism and diplomacy.

Additional Duties:

• Ensure compliance with internal policies, security protocols, and confidentiality agreements.
• Actively contribute to process improvements and department initiatives.
• Participate in training sessions and professional development opportunities.
• Foster a supportive and efficient work environment by promoting collaboration and open communication.

Work Conditions:

• Office-based role, involving 8-hour shifts.
• Collaboration with multiple teams, including agents, Team Leads, and other operational departments.
• Requires flexibility and adaptability in a dynamic work environment.

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