Customer Support Team Lead (LATAM)

What to expect of your role:
Build and lead a customer support team for an iGaming brand across LATAM (Argentina,

Colombia, Chile, Peru, Mexico). Build a call centre to perform retention, promo, survey, and VIP calls. Create and optimise team workflows and KPIs, using necessary tools, such as a live chat admin panel, Jira, Slack, etc.

What you need to succeed in this role:

• 5+ years of experience in Customer Support, with iGaming experience required;
  
• 1–2+ years of experience in a Team Lead or Supervisor role;
  
• Experience launching support operations in new LATAM markets would be a strong plus;
  
• Strong understanding of local customer communication styles across LATAM;
  
• Knowledge of online Casino & Sportsbook operations;
  
• Good understanding of bonus mechanics and wagering requirements;
  
• Understanding of payment methods across LATAM;
  
• Strong people management skills;
• Native-level Spanish;
• At least Upper-Intermediate English;
• Portuguese would be a plus.

You will be expected to:

• Lead, coach, and motivate a team of Customer Support Agents;
  
• Create team development plans and provide continuous feedback;
• Manage shift schedules, attendance, and workforce planning;
• Assist with recruitment, onboarding, and training of new agents;
• Ensure fast and high-quality support via Live Chat, Email, WhatsApp, and Phone;
• Handle complex customer escalations;
• Monitor individual and team KPIs, including: CSAT (Customer Satisfaction), First Response Time (FRT), Resolution Time (TTR), First Contact Resolution (FCR), Average Handling Time (AHT), Agent Productivity;
• Prepare weekly and monthly performance reports;
• Identify opportunities for improvement and implement action plans;
• Work closely with CRM, Retention, and VIP teams;
• Identify churn risks and customer pain points.

About our corporate culture:
As an international team, we are motivated by the freedom to do our best work. Our employees are autonomous and responsible for their projects, taking the initiative when necessary, not giving up on their opinions, and speaking freely. We invest in the potential of each person, confident that together, our skills will shape the company’s future success.

Reasons to join us:

• Our positive workplace atmosphere creates a culture of collaboration and support, making it a place you'll love working in;
• We offer competitive compensation and regular career development reviews to motivate you to reach your full potential and love the work you do;
• With flexible working hours and remote options, you'll love the freedom to work on your terms;
• We offer a generous vacation and sick leave policy, allowing you to take time off and enjoy a work-life balance;
• You'll love working here because we provide financial assistance for professional development, helping you stay ahead of the curve and love your career path;
• Our Educational Allowances give you the opportunity to expand your knowledge and experience, not only in your work but also in other areas;
• You'll love the monthly allowance for personal activities, giving you the opportunity to pursue your interests and hobbies outside of work;
• At our company, we prioritise the health and well-being of our employees, which is why we offer comprehensive health insurance plans;
• Our referral program rewards you for bringing top talent to the company, making it a place you enjoy sharing with others;
• With engaging team-building activities and corporate parties, you'll love being part of our community and team spirit.

Ready to join us? Apply for this position!

What’s next?
Our recruiters will review your CV and reach out to you if you are suitable for the role.

What your process will look like:

1. HR Interview with the Recruiter;
2. Final interview with the team;
3. Final decision.

Our recruitment team is very willing to help out, so contact us with any questions you may have!