Customer Support Team Lead
Job Summary
Leading a customer support team for an iGaming brand across LATAM, the full-time Customer Support Team Lead will manage team workflows, optimize KPIs, and ensure high-quality support through various channels while working remotely.
Key responsibilities
- Lead, coach, and motivate a team of Customer Support Agents while managing shift schedules and workforce planning
- Monitor individual and team KPIs, preparing performance reports and identifying opportunities for improvement
- Handle complex customer escalations and collaborate closely with CRM, Retention, and VIP teams
Required qualifications
- 5+ years of experience in Customer Support, specifically within the iGaming industry
- 1-2+ years of experience in a Team Lead or Supervisor role
- Strong understanding of local customer communication styles across LATAM
- Native-level Spanish and at least Upper-Intermediate English; Portuguese is a plus
- Knowledge of online Casino & Sportsbook operations and payment methods across LATAM
Complete Job Description
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