We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.
Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?
Let's start with the role
The CS manager is responsible for maintaining and evolving our outsourced Customer Support operations for the Brazilian market, driving operational excellence and continuous improvement.
Overseeing multiple BPOs with a defined operational footprint, this professional will engage daily with BPOs internal teams to manage key performance indicators — including CSAT, SLA, FRT, and others — across various timeframes (including intraday).
Another key area for coverage is resource availability, making sure the staffing discussions occur with the necessary cadence to maintain service levels and stable management of incoming volumes driven by product activity and user engagement.
What You Will Bring
- Min 4 years of experience managing outsourced operations
- Bachelor’s degree
- Fluency in English, both written and spoken
- Experience either in iGaming or technology industry within a B2C environment
- BPO management experience
- Strong proficiency in Google Sheets and Slides, with solid analytical and storytelling skills
- Proven experience in a tech-driven environment.
Responsibilities
- Analyze daily results and draft action plans jointly with BPOs
- Participate in meetings and follow up on agreed action items to ensure performance targets are achieved
- Conduct financial and staffing reviews to ensure contractual compliance and business continuity
- Drive continuous improvement and maintain high operational performance across BPO operations
- Manage staffing levels and financials of BPO operations
- Act as the point of contact for operational teams on matters such as security and compliance
- Flexibility for working off business hours as needed;
- Demonstrate flexibility to work outside regular business hours when needed — particularly during key match days (typically Wednesday, Saturday, and Sunday evenings), supporting on-call or active operations management as required
Nice to have
- Project management
- Direct people management
Kaizen Gaming Perks
- 🕑 Hybrid way of working - 3 office x 2 home
- 💰 Competitive pay and bonus scheme
- 🧬 Life Insurance
- 👩⚕️ Private health and dental insurance for you and your family
- 🏋️ Multi sports card
- 🍔 Monthly Meal Allowance
- 🚌 Commuting Allowance
- 👨👩👧 Family Support
- ⭐ Developmental 360° feedback framework
- 📚 Unlimited access to Udemy & continuous training
- 👫 A buddy will support you with your onboarding
- #LI-Hybrid
- #LI-NK1
Recruitment Privacy Notice
Regarding the data you share with us, you may find and read our recruitment privacy notice here.
We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.
Top Skills
What We Do
Kaizen Gaming is one of the biggest and fastest growing GameTech companies in the world. With a focus on Technology and People we aim to continually improve our products and services to provide the best and most trusted online gaming experience to our customers around the world. We operate two brands in 13 countries: Betano (Portugal, Romania, Germany, Brazil, Bulgaria, Czech Republic, Chile, Peru, Ecuador, Canada-Ontario, Nigeria) and Stoiximan (Greece, Cyprus), and employ more than 2,200 people across three continents. Obsessed with our customers, we use technology and data to constantly push the boundaries of online gaming entertainment. Why work with us Tech the Ride | Our Adventure We have made it our quest to shape and influence the GameTech industry globally. We Kaizeners move fast and make things happen: we imagine, develop and build with no limitations. Working here means getting the freedom to explore as you help us create the technology that powers entertainment. Pick #oneteam | Our Culture We each have a role to play in building a company culture we can all trust. We Kaizeners are open, direct and respectful; we support each other to reach our goals as #oneteam. Working here means facing challenges that inspire the team to be on its A-game to get the job done. Level up | Our Growth We know our hard work will take us places. We Kaizeners get plenty of opportunities to supercharge our potential as the company grows, overcoming challenges with the support of our colleagues. Working here means continually finding new boundaries to push and new career horizons to reach. Press Play on Potential! Join our #oneteam
