Looking for a job

Michael Diaz

@michaeldiaz

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I lead 24/7 iGaming customer support operations, escalations, quality, and agent performance.

Georgia

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What I'm looking for

I'm looking for remote or relocation opportunities leading high-volume customer support operations, particularly in iGaming, where I can improve quality, escalations, team performance, onboarding, and support processes.

I lead 24/7 customer support operations at Solvero Group, coordinating shift coverage, agent performance, chat quality, tagging, and procedure compliance across multi-brand iGaming support.

I handle complex customer escalations involving deposits, withdrawals, bonuses, KYC, and account issues. I work closely with CRM, Payments, VIP, Risk, and Technical teams to resolve cases and maintain escalation workflows.

I train and onboard agents, conduct interviews, provide coaching, and create support procedures, internal rules, and training materials. Previously, I led sales operations at Transport LLC after progressing from Sales Manager to Head of Sales.

My background also includes customer support and QA testing in online gaming and crypto at Playtronix, plus high-volume logistics coordination at Kings Logistics. I'm open to remote work and relocation and experienced with international teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Team Lead

Current

Solvero Group

Apr 2026 - Present (5 months)

Lead daily customer support operations and coordinate 24/7 shift coverage. Manage agent performance, attendance, KPIs, chat quality, tagging and procedure compliance.

Customer Support Leadership IGaming Operations KYC Verification Deposit and Withdrawal Bonus and Account Issues Customer Escalation KPI Monitoring (CSAT)Quality Assurance Agent Coaching Recruitment and Interviews Onboarding and training 24 7 Shift Management Process documentation Multi Brand Design Support Intercom Jira Slack Telegram

Head of Sales / Sales Manager

Transport LLC

Jan 2024 - Jan 2026 (2 years)

Promoted from Sales Manager to Head of Sales and managed team performance and daily operations. Monitored KPIs, CRM activity, customer communication and service quality.

Sales Management Team Management KPI Monitoring CRM Pipedrive Wazzup VoIP Systems Training Process Improvement

Customer Support Team Lead / QA Tester

Playtronix

Jan 2023 - Oct 2024 (1 year 9 months)

Managed customer support in an online gaming and crypto environment. Handled account, payment and technical cases through live chat and internal escalation channels.

Customer Support Online Gaming Cryptocurrency QA Testing Jira Live Chat Escalation Management

Dispatcher / Logistics Specialist

Kings Logistics

Jan 2021 - Jan 2023 (2 years)

Coordinated customers, drivers and partners in a high-volume logistics environment. Resolved operational issues, managed multiple cases at once and maintained clear communication.

Logistics Dispatching Customer Coordination Problem Solving Communication Skills Multitasking