About the Role
A hands-on senior shift leader who combines Zendesk administration with deep iGaming operational knowledge. They lead shifts and support the team and BPO agents, and they act as the technical owner of the support platform.
Responsibilities
•Administer Zendesk across multiple brands: triggers, automations, macros, views, ticket fields and forms, user roles and permissions
•Build and maintain messaging/chat widgets per brand, along with channels, routing and skills
•Configure and monitor SLA policies, business hours and omnichannel routing
•Build Explore reports and dashboards (volumes, SLA, agent performance, CSAT)
•Troubleshoot routing, notification and integration issues; test and document every configuration change
•Understand the platform and back office end to end: player accounts, KYC, deposits and withdrawals, payment providers, bonuses and promotions, casino and sportsbook rules
•Investigate and resolve escalated player cases, and act as the first technical escalation point for agents and shift leaders
•Recognise and escalate payment, provider and platform incidents; liaise with Risk/KYC, Payments and Product
•Lead shifts: coverage, quality, coaching, and maintaining SOPs and the knowledge base
Requirements
•3+ years in customer support within iGaming (casino and/or sportsbook), with at least 1 year in a senior/lead role
•Proven hands-on Zendesk admin experience: triggers, automations, SLAs, messaging widgets, Explore
•Strong understanding of back-office systems, payments, KYC and responsible gambling processes
•Analytical, structured, and able to document processes clearly
•Fluent English
Conditions
•18 non-service delivery days per year
•Birthday gifts from the company
•Partially covered language classes after three months of employment
