I have close to four years of experience in customer support, most of it in iGaming, including three years managing a remote team. At Favbet, I led a remote team of 15+ agents. I built the VIP support process and back office process from scratch, trained managers to run them, tracked KPIs, and handled onboarding for new hires. I also coordinated with PSPs and service providers, and stepped in on complex escalations. Under my process changes, response times went down and CSAT went up. Before moving into leadership, I worked the floor myself, handling 100+ chats and tickets a day. I know the job because I have done it. I am comfortable with Zendesk, Jira, Confluence, and Service Desk, and I am used to working with distributed and cross-functional teams.