Customer Service Shift Supervisor - RMG

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Shift Supervisor - RMG based in United States.

This role sits at the heart of a fast-paced Real Money Gaming customer support environment, where service quality directly shapes player satisfaction and retention.
You will act as both a frontline escalation expert and a shift leader, ensuring smooth daily operations across the customer service team.
The position combines hands-on problem-solving with people management, requiring strong judgment and the ability to stay composed under pressure.
You will guide agents in real time, helping them deliver consistent, high-quality support across complex customer interactions.
Working closely with management, you will help enforce best practices, improve processes, and strengthen team performance.
This is a high-impact role where your leadership directly influences service excellence and operational efficiency.
You will also play a key role in maintaining a positive, collaborative, and performance-driven team culture.

Accountabilities:

Act as the primary escalation point during assigned shifts, resolving complex customer issues and ensuring timely, high-quality resolutions.
Supervise, coach, and support customer service agents in real time to ensure adherence to KPIs and service standards.
Monitor team performance throughout the shift, identifying gaps and driving immediate corrective actions when needed.
Conduct team huddles and one-on-one coaching sessions to support continuous improvement and engagement.
Support onboarding and training of new agents to ensure strong ramp-up and operational readiness.
Maintain accurate documentation of customer interactions, escalations, and resolutions, ensuring reliable reporting.
Collaborate with cross-functional teams to resolve customer issues and improve end-to-end service delivery.

Requirements:

Minimum 5 years of customer service experience, including at least 2 years in a supervisory or leadership role.
Strong background in call center or high-volume customer support environments.
Excellent communication, leadership, and interpersonal skills with proven ability to coach and develop teams.
Experience using customer service platforms (e.g., Zendesk or similar tools).
Strong analytical skills with the ability to interpret performance data and identify improvement opportunities.
Ability to remain calm, decisive, and effective in high-pressure or escalated situations.
Familiarity with online gaming or Real Money Gaming environments is an advantage.
Flexibility to work swing shifts, including evenings, weekends, and holidays.

Benefits:

Competitive hourly compensation of $22/hour.
Fully covered medical insurance (PPO or HSA options), dental, and vision plans.
401(k) retirement plan with company matching contributions.
Life insurance and long-term disability coverage.
Flexible spending accounts (FSA) for medical and dependent care expenses.
Opportunity to work in a dynamic, fast-growing gaming industry environment.
Exposure to leadership responsibilities in a collaborative and supportive team structure.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Customer Service Shift Supervisor - RMG

Requirements:

Benefits:

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