Customer Service Shift Supervisor

January 22

☕ Washington – Remote

Although this job is listed in Washington, this company may be open to hiring remote in other states.

💵 $20 - $24 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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FlowPlay

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FlowPlay is a company dedicated to creating engaging games with strong community aspects. They focus on making people happier by developing games where community members can relax and have fun. The company also emphasizes employee well-being, affirming that happy, healthy employees produce the best games. FlowPlay is committed to social responsibility, donating over $1. 3 million to charitable causes between 2009 and 2024. They have been recognized for product innovation and corporate philanthropy.

Cross Platform Multiplayer Game Development

51 - 200 employees

🎮 Gaming

🌍 Social Impact

💰 Debt Financing on 2013-06

📋 Description

• Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills • Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching • Assist the Director of Customer Experience in implementing and enforcing customer service policies, procedures, and best practices • Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs and deliver high-quality customer service • Identify areas for improvement in customer service processes and work with the Director to implement necessary changes • Conduct regular team huddles and one-on-one meetings with agents to provide feedback, discuss performance, and foster a positive team environment • Assist in the training and onboarding of new customer service agents, ensuring they have the knowledge and skills to succeed in their roles • Maintain accurate records of customer interactions, escalations, and resolutions, and provide regular reports to the Director • Handle customer calls and inquiries as a part of our standard coverage plan • Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience • Stay informed about industry trends, regulations, and best practices in customer service, particularly in the Real Money Gaming space

🎯 Requirements

• High school diploma or equivalent; bachelor's degree preferred • Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role • Ability to successfully complete a background check, drug screen, and obtain necessary gaming licenses • Reliable internet connection and quiet work environment for remote work • Successfully complete required jurisdictional training • Willingness to work in a fast-paced, dynamic environment and adapt to changing priorities • Fluent in Mandarin a plus but not required

🏖️ Benefits

• Fully-paid medical (PPO or HSA), dental, and vision plans • A hybrid work culture with two in-office days per week • Catered meals • A fully stocked pantry of snacks and drinks • Fun social gatherings • A 401k plan with company matching • Long-term disability • Life insurance • FSA plan for Medical and Dependent Care