Technical Shift Lead

We are seeking a hands-on Senior Shift Leader who combines strong Zendesk administration skills with in-depth iGaming operational knowledge. The ideal candidate will lead shifts, provide guidance and support to internal team members and BPO agents, and take ownership of the support platform from a technical and operational perspective.

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

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;

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;