CS Support & Risk Control Manager

Customer Support & Risk Control Manager (Brazil)

We are hiring a Customer Support & Risk Control Lead to join a fast-growing international iGaming company expanding its operations in Brazil.

This role will lead both Customer Support and Risk Control teams, ensuring an excellent customer experience while maintaining strong fraud prevention, risk management, and operational controls.

Key Responsibilities Manage Customer Support and Risk Control daily operations. Lead, coach, and develop frontline teams. Handle complex customer escalations involving payments, account issues, KYC, bonuses, and platform-related concerns. Monitor and investigate fraud, bonus abuse, multi-accounting, payment risks, chargebacks, and suspicious user activity. Track team KPIs, service quality, productivity, and operational performance. Improve processes, SOPs, workflows, and operational efficiency. Collaborate closely with Product, CRM, Payments, Compliance, and Tech teams.

Requirements 5+ years of experience in Customer Support, Risk, Operations, or related areas. At least 2 years of people management experience. Experience managing customer escalations, operational processes, and risk investigations. Strong analytical and problem-solving skills. Experience working in fast-paced, high-volume environments. Professional English communication skills.

Nice to Have Experience within iGaming, sportsbook, casino, fintech, e-commerce, or digital platforms. Knowledge of KYC/AML, payment risk, fraud prevention, and CRM/ticketing systems. Experience building or scaling operational teams.

What We're Looking For Hands-on leader who can balance customer experience and risk management. Strong executor with excellent attention to detail. Calm under pressure and comfortable handling sensitive situations. Data-driven, proactive, and highly organized.

This is an excellent opportunity to join an international company during a key growth phase and play a strategic role in building and scaling operations in Brazil.