VIP dəstək üzrə nəzarətçi

Vakansiya haqqında

Company Description:
RISK inc: An International iGaming Company Pushing the Boundaries of Entertainment
Who We Are:
An international iGaming company specializing in identifying and fostering the growth of high-potential entertainment markets. With 1000+ professionals in 20+ locations, we operate in 10 countries, serving over 300,000 customers.
Always Pushing the Boundaries? You Already Belong at RISK!
Our global-scale operations are based on strong internal expertise, analytics, and data research. We have expertise in iGaming operations (sports betting, online casino), digital and affiliate marketing, tech solutions, and data analytics.
Job Description
We are looking for a VIP Support Supervisor to take full ownership of the VIP support function on the Turkish market.
This is a build role, not a maintenance one. You will design how the team works, rewrite what doesn't work, and run the direction on data: SLA, CSAT, workload, contact reasons. If you like owning a function end to end and have the analytical discipline to back your decisions with numbers, this will fit.
Strategy, processes and development:

Organise the work of the VIP support line and build an efficient, comfortable workflow for agents
Audit current procedures and regulations, adjust what exists and write new ones from scratch
Keep agents informed about every change in procedures and product
Support agents on complex, non-standard and disputed cases
Develop direct communication with VIP clients: oversee onboarding of new clients, collect their contacts, give personal feedback on delayed requests, and steadily grow the share of VIP clients reachable through direct channels (WhatsApp, Telegram, calls)

Daily operational control:

Monitor the team: agent presence on the line, statuses, timely chat closure
Track chat ratings daily, react quickly to negative feedback, identify weak areas and fix them on the spot
Own and improve SLA, push requests through adjacent departments (billing, anti-fraud, IT) so client issues are resolved as fast as possible
Enforce business rules on bonus issuance, prevent fraud and errors, and train agents to analyse client data properly before granting a bonus

Analytics, reporting and team syncs:

Track and analyse key metrics with a clear understanding of what drives every rise and drop: volume and topics of requests, agent workload and RA, SLA and chat ratings broken down by topic
Maintain reporting documentation
Run weekly and monthly meetings with agents (syncs and 1-on-1s): case reviews, process alignment, feedback

Qualifications

1.5+ years as a Supervisor, Team Lead or Shift Lead in customer support. VIP or premium service experience is a key advantage
Fluent Turkish and Russian
Hands-on experience with SLA, CSAT, RA, AHT, agent workload and contact reason dynamics, plus the ability to identify cause and effect behind metric changes and make decisions based on numbers
Confident use of Google Sheets or Excel (pivot tables, formulas) and BI systems (Looker, Power BI, Tableau)
WFM and operations: building schedules, planning shifts, controlling online statuses and team workload
Experience with omnichannel support systems (Zendesk, Freshdesk, Intercom, LiveChat or similar)
Knowledge of bonus business rules and the ability to analyse a client profile for fraud indicators
Cross-functional experience: escalations to billing, anti-fraud and IT
Proven experience describing, implementing and optimising regulations and workflows from scratch

Soft skills that matter here:

Premium-level client focus: empathy, tact, and the ability to build long-term trust with high-value clients
Leadership and mentoring: motivating the team, teaching agents to work with data, giving developmental feedback
Analytical and critical thinking: seeing the real process problem behind the numbers and getting to the root cause
Resilience and diplomacy: staying composed in critical situations, resolving conflicts, handling VIP dissatisfaction constructively
Proactivity: spotting weak points and taking responsibility for fixing them without waiting to be asked
Strong organisation and multitasking: balancing daily operations, analytics and team development

Additional Information
Our Benefit Cafeteria is Packed with Goodies:

Children Allowance
Mental Health Support
Sport Activities
Language Courses
Automotive Services
Veterinary Services
Home Office Setup Assistance
Dental Services
Books and Stationery
Training Compensation
And yes, even Massage!

Ready to Take the Leap?
Join a team where every day is an opportunity to take a RISK and come out on top. Follow us on LinkedIn and Instagram, and let us be your hub for turning ambitious ideas and extraordinary solutions into reality.
At RISK, we believe that our people are the driving force behind our success. Together, we can achieve great things and push the boundaries of what's possible in the iGaming industry.

Organise the work of the VIP support line and build an efficient, comfortable workflow for agents
Audit current procedures and regulations, adjust what exists and write new ones from scratch
Keep agents informed about every change in procedures and product
Support agents on complex, non-standard and disputed cases
Develop direct communication with VIP clients: oversee onboarding of new clients, collect their contacts, give personal feedback on delayed requests, and steadily grow the share of VIP clients reachable through direct channels (WhatsApp, Telegram, calls)

Daily operational control:

Monitor the team: agent presence on the line, statuses, timely chat closure
Track chat ratings daily, react quickly to negative feedback, identify weak areas and fix them on the spot
Own and improve SLA, push requests through adjacent departments (billing, anti-fraud, IT) so client issues are resolved as fast as possible
Enforce business rules on bonus issuance, prevent fraud and errors, and train agents to analyse client data properly before granting a bonus

Analytics, reporting and team syncs:

Track and analyse key metrics with a clear understanding of what drives every rise and drop: volume and topics of requests, agent workload and RA, SLA and chat ratings broken down by topic
Maintain reporting documentation
Run weekly and monthly meetings with agents (syncs and 1-on-1s): case reviews, process alignment, feedback

Qualifications

1.5+ years as a Supervisor, Team Lead or Shift Lead in customer support. VIP or premium service experience is a key advantage
Fluent Turkish and Russian
Hands-on experience with SLA, CSAT, RA, AHT, agent workload and contact reason dynamics, plus the ability to identify cause and effect behind metric changes and make decisions based on numbers
Confident use of Google Sheets or Excel (pivot tables, formulas) and BI systems (Looker, Power BI, Tableau)
WFM and operations: building schedules, planning shifts, controlling online statuses and team workload
Experience with omnichannel support systems (Zendesk, Freshdesk, Intercom, LiveChat or similar)
Knowledge of bonus business rules and the ability to analyse a client profile for fraud indicators
Cross-functional experience: escalations to billing, anti-fraud and IT
Proven experience describing, implementing and optimising regulations and workflows from scratch

Soft skills that matter here:

Premium-level client focus: empathy, tact, and the ability to build long-term trust with high-value clients
Leadership and mentoring: motivating the team, teaching agents to work with data, giving developmental feedback
Analytical and critical thinking: seeing the real process problem behind the numbers and getting to the root cause
Resilience and diplomacy: staying composed in critical situations, resolving conflicts, handling VIP dissatisfaction constructively
Proactivity: spotting weak points and taking responsibility for fixing them without waiting to be asked
Strong organisation and multitasking: balancing daily operations, analytics and team development

Additional Information
Our Benefit Cafeteria is Packed with Goodies: