Job Description

Who We Are:

Our company has a vision to change people’s mood for the better And our mission is to be a fast moving, highly efficient, tech services company that engages people, partners & players and gives them great experiences.

We work with a range of global client brands - are we are in “scale up” mode, hiring the best and most highly motivated, fast working, bureaucracy hating, “I want to win but I’m not afraid to fail…”, team players. We provide B2B support services to multiple technology and gaming partners, we believe in the free market, and want to hear from the best of the best.

We’re looking for an experienced Customer Support Shift Manager to join our dedicated Customer Support team in Tbilisi, Georgia. If you're a skilled leader who thrives on ensuring excellence in customer service and enjoys managing dynamic teams, we'd love to hear from you.

Your role at SixValues:

You'll lead a committed team of Customer Support Representatives, guiding them to deliver exceptional service to our customers during your assigned shifts (including two mandatory night shifts per week). Your role ensures smooth daily operations, maintaining a strong focus on timely, effective, and high-quality responses.

Here's how you'll make an impact:

• Team Leadership: Guide and support your team to achieve excellent performance. Provide real-time coaching and ensure team readiness for customer interactions.
• Overseeing VIP managers performance to ensure proper conduct and work ethics
• Operational Excellence: Manage daily shift activities, ensuring adherence to company procedures and timely resolution of customer inquiries.
• Quality Assurance: Monitor key metrics such as response times, resolution rates, and customer satisfaction. Conduct quality checks and suggest improvements proactively.
• Escalation Handling: Act as the primary escalation point for complex customer queries, ensuring resolutions meet customer expectations.
• Clear Communication: Deliver comprehensive end-of-shift reports, collaborate effectively with other Shift Managers, and contribute to shift handover meetings.
• Continuous Development: Onboard, train, and develop your team members, fostering a culture of continuous learning and professional growth.
• Crisis Management: Swiftly respond to critical service disruptions or issues, ensuring effective escalation and resolution.

What you'll need:

• High School Diploma or Bachelor’s degree in Business, Management, Communications, or related field.
• 1-3 years of customer support experience, ideally in a call center or similar environment.
• Proven leadership experience managing shifts and teams, with strong skills in coaching, performance management, and decision-making.
• Excellent verbal and written English communication skills.
• Familiarity with customer support software (CRM systems), call center tools, and Microsoft Office.
• Strong organizational, problem-solving, and time management skills.
• A customer-first mindset with an unwavering focus on improving customer experiences.
• Flexibility to work shifts, including nights, weekends, and holidays as required.

In return, you'll receive:

• Competitive salary.
• A welcoming office environment in the heart of Tbilisi.
• Comprehensive social package aligned with Georgian Labor Code.
• A friendly, ambitious, and driven team committed to constant growth and improvement.

About Sixvalues

Our company has a vision to change people’s mood for the better. To do that, we need to be a fast-moving, highly efficient, tech services company that engages people, partners & players and gives them great experiences.

We are in 'scale up' mode, hiring the best and most highly motivated, fast-working, bureaucracy-hating, "I want to win but I'm not afraid to fail…", team-players. We provide B2B support services to multiple technology and gaming partners, believe in the free market, and want to hear from the best of the best.