CS Shift Leader

eToro is the trading and investing platform that empowers users to invest, share and learn. We were founded in 2007 with the vision of a world where everyone can trade and invest in a simple and transparent way. We have created an investment platform that is built around collaboration and investor education.

On our platform, users can view other investors’ portfolios and statistics, and interact with them to exchange ideas, discuss strategies, and benefit from shared knowledge. We have over 38 million registered users from 100 countries, and our platform is available in 20 languages.

We are a fast-growing business with over 1,500 employees across 13 offices around the globe, strategically positioned to serve the needs of users.

You can find out more about eToro here.

We are constantly growing and are excited to share that we are looking for a CS Shift Leader to join our team!

As a Shift Leader in the Customer Support team, you are responsible for the real-time coordination, planning, and operational execution of the daily support workflow. You serve as the go-to person for team organization during your shift, ensuring that the workload is balanced, SLA targets are met, and support agents have the guidance and clarity needed to perform effectively.

Key Responsibilities

 Daily Operations Oversight

• Monitor agent attendance, manage check-ins and breaks, and redistribute workload in case of sick or absent agents.
• 
  
• Ensure all agents are aligned with their shift schedules and act promptly on lateness or discrepancies.
• 
  
• Be constantly available on Gchat to assist agents and respond to real-time needs.
• 
  

Workload & Backlog Monitoring

• Update the daily plan based on backlog size, forecasted incoming volumes, incoming trends and agent availability.
• 
  
• Proactively assign urgent and high-priority cases to the right agents based on skill and language expertise.
• 
  
• Monitor and update backlog trackers and share end-of-day summaries with management.
• Run and submit reports (e.g., backlog, workload, incoming analysis, performance pivots) for management upon request.
• 
  

Escalation Queue Handling

• Review and manage escalated cases, de-escalate when appropriate, and assign follow-up actions to suitable agents.
• 
  
• Prioritize Premium cases and raise flags when delays or bottlenecks occur.
• 
  

Incoming & Live Support Channels

• Assign incoming threads and ensure prompt action.
• 
  
• Monitor chat traffic, agent engagement, and quality, including language-based observations when relevant.
• 
  
• Distribute call requests (e.g., Calendly) and maintain coverage across all live support channels.
• 
  

Planning & Scheduling

• Prepare and publish the next day’s task schedule based on daily performance and backlog projections.
• 
  
• Manage and publish the weekly shift schedule, ensuring proper vacation coverage and adherence to the scheduling guidelines.
• 
  
• Track and plan for upcoming off days, coverage gaps, or workload surges.
•