VIP Support Shift Lead

The short version

Run a support shift for VIP players across 13 markets, and own the outcome of every case on it.

Support is where the product meets a person who is angry, at 2am, in their second language. Doing that well is a craft and we treat it as one.

What you would own

• Lead a shift of five to seven agents: queue health, escalation calls, quality of what goes out.
• Personally own VIP cases where the answer is not in the playbook.
• Feed patterns back into product — the tenth ticket about the same thing is a bug report, not a ticket.
• Coach agents with specific, usable feedback rather than a score.
• Keep the shift handover clean enough that the next lead starts informed.

What we are looking for

• 3+ years in customer support with at least one leading a shift or a small team.
• English at full professional fluency, in writing and on a call.
• Calm under a queue that is not getting shorter.
• You have de-escalated something genuinely hostile and can talk through how.
• Willing to work a rotating shift pattern including nights and weekends.

Nice, not necessary

Missing all of these has never cost anyone an offer here.

• iGaming, fintech or another regulated consumer product.
• A second or third language — Russian, Hebrew, Spanish, Portuguese, German.
• Zendesk or Intercom administration.

How we hire

Every application gets a human reply within five working days.

1. 01

   Application review

   A person from the hiring team reads it — no keyword filter, no automated rejection.

   Within 5 working days
2. 02

   Intro call

   With Talent. What you are looking for, what the role actually is, salary range on the table up front.

   30 minutes
3. 03

   Craft conversation

   With the team lead. Your work, our problems. No whiteboard algorithms.

   60 minutes
4. 04

   Practical session

   A real slice of the work, discussed together. You keep whatever you build.

   90 minutes, paid if it needs prep
5. 05

   Team meet

   The people you would sit with. Ask them anything — we leave the room.

   45 minutes
6. 06

   Offer

   Written, complete, with the band explained. We do not do exploding offers.

   Within 3 working days