Customer Support Lead

Role Overview

We are looking for a Customer Support Leader to oversee the daily operations of our Customer Support team within our Brazil iGaming operation.

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 operations

• Escalation handling

• Service quality management

• Team performance management

• Workforce planning

• SOP 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.