• Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills • Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching • Assist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practices • Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs and deliver high-quality customer service • Identify areas for improvement in customer service processes and work with the Manager to implement necessary changes • Conduct regular team huddles and one-on-one meetings with agents to provide feedback, discuss performance, and foster a positive team environment • Assist in the training and onboarding of new customer service agents, ensuring they have the knowledge and skills to succeed in their roles • Maintain accurate records of customer interactions, escalations, and resolutions, and provide regular reports to the Manager • Handle customer calls and inquiries as a part of our standard coverage plan • Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience • Stay informed about industry trends, regulations, and best practices in customer service, particularly in the Real Money Gaming space

• Answering and Routing Calls • Problem Solving • Customer Engagement • Documentation • Follow-Up • Adhering to Scripts • Answering Inbound Calls • Making Outbound Calls • Providing Accurate Information • Resolving Complaints • Documenting Interactions • Managing Call Escalations • Maintaining Professionalism • Meeting Performance Targets

• Engage with customers via phone, email, or chat to provide assistance and resolve inquiries and/or concerns.** • Process orders, refunds, and other requests accurately and efficiently.** • Learn and maintain a deep understanding of the products and services to effectively assist our customers.** • Properly document and maintain accurate records of customer interactions and transactions.** • Provide technical support and fast-paced critical thinking to anticipate our customer’s current and future needs.

• Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews. • Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback. • Serve as the first point of escalation for member issues that exceed representative-level resolution. • Manage day-to-day team workflow, including balancing live call coverage with ticket queue management.