Customer Service Technician - MUST HAVE SOFTWARE DEV. EXPERIENCE

Customer Service Manager (Sports Betting Industry)
Location: Remote
Job Type: Part-Time (25-26 hours/week)
Shifts Available:

Shift 1: 10:00 AM – 4:30 PM
Shift 2: 4:30 PM – 11:00 PM
Rotating Schedule: One full day off every three days

About the Role
First and foremost you must have experience and education in software development for this position. In addition to having software dev experience you must also have experience in customer service as well. You will be responsible for handling back-end high level requests using DGS software which is the software that our sports betting engine runs on. You will also be leading a group of customer service agents and creating their schedules as well.

Responsibilities
Customer Support Duties:
Respond to customer inquiries via live chat, email, and support tickets.
Troubleshoot technical issues and assist other customer service representatives
Management & Leadership Duties:
Train new customer service representatives and ensure they meet company standards.
Monitor team performance and ensure all employees are fulfilling their responsibilities.
Set and adjust schedules to ensure full coverage of shifts.
Conduct quality control checks on support interactions to maintain excellent service.
Address employee issues and resolve minor conflicts within the team.
Provide feedback and coaching to improve team efficiency and customer satisfaction.
Report directly to the CEO with updates, performance insights, and any critical issues.

Requirements
Software development experience
Proven experience in customer service, preferably in the sports betting, gaming, or fintech industry.
Previous leadership or managerial experience in a customer service setting.
Strong communication and problem-solving skills.
Ability to manage a remote team and work independently.
Experience with scheduling and performance monitoring.
Tech-savvy and proficient in CRM and support ticket systems.
Strong organizational skills and attention to detail.
Must be available to work a rotating schedule, including weekends and holidays.

What We Offer
Competitive pay with performance-based incentives.
Leadership role with opportunities for growth within the company.
Work-from-home flexibility.
A key role in a growing sports betting company with direct involvement in company operations.
If you're a leader who thrives in a fast-paced environment and wants to help shape a growing customer service team, apply today!