Customer Support Lead

Customer Support Lead - Detalhes da Vaga. ● This role will be responsible for managing Customer Support agents, ensuring excellent service quality, operational efficiency, and a seamless user experience across all customer touch points. ● The ideal candidate is operationally strong, customer-centric, highly organized, and experienced in managing high-volume customer support teams in a fast-paced environment. ● Experience in iGaming, fintech, internet platforms, e-commerce, or other customer-focused industries ishighly preferred. ●Professional English communication is required due to collaboration with the global team. ●Key Responsibilities:Customer Support Operations

• Lead and manage the Customer Support team to deliver high-quality customer service and user satisfaction. ●
• Monitor daily operational performance, including response time, resolution time, service level adherence, and customer satisfaction metrics. ●
• Handle complex customer escalations related to payments, promotions, bonuses, account issues, verification, and platform inquiries. ●
• Ensure timely and accurate resolution of customer concerns across multiple support channels. ●
• Develop, optimize, and maintain SOPs, workflows, knowledge bases, macros, and operational guidelines. ●
• Conduct regular coaching, training, quality reviews, and performance management forCustomer Support agents. ●
• Ensure adequate staffing and workforce planning to support business growth and operational demands. ●
• Maintain service quality standards and drive continuous improvements in customer experience. ●eTeam Management & Leadership
• Manage team KPIs, productivity, attendance, scheduling, and operational discipline. ●
• Monitor individual and team performance through regular reporting and performance reviews. ●
• Foster a customer-centric culture focused on service excellence and accountability. ●
• Identify fy training needs and support career development initiatives within the team. ●
• Support recruitment, onboarding, and team expansion as the operation scales. ●Cross-Functional Collaboration
• Work closely with Product, CRM, Payments, Compliance, Marketing, and Technology teams to improve customer journeys and service efficiency. ●
• Provide customer feedback and operational insights to support product and process improvements. ●
• Assist in the setup and scaling of customer support operations for the Brazil market. ●
• Support business initiatives and operational projects that enhance customer experience and service quality. ●Must Have
• 5+ years of experience in Customer Support, Customer Service Operations, CustomerExperience, or related functions. ●
• Minimum 2 years of team leadership or supervisory experience. ●
• Strong experience managing:Customer Support operationsEscalation handlingService quality managementTeam performance managementWorkforce planningSOP and workflow optimization
• Experience working in high-volume customer service environments. ●
• Strong problem-solving and decision-making skills. ●
• Strong stakeholder management and communication skills. ●
• Ability to work independently in a fast-paced startup environment. ●
• Professional English communication skills. ●
• Strong understanding of customer experience and service excellence. ●Nice to Have
• Experience in iGaming, sportsbook, casino, fintech, e-commerce, internet platforms, ordigital services. ●
• Experience with CRM systems, ticketing platforms, live chat tools, or customer support software. ●
• Experience handling VIP customer escalations and service recovery cases. ●
• Experience building or scaling customer support teams from 0?1. ●
• Portuguese and English bilingual capability. ●
• Experience managing outsourced customer support vendors or BPO teams. ●. Requisitos para participar do processo. ● . O que oferecemos.