Our client is a pioneering force in transforming the gaming landscape across Asia, leveraging cutting-edge technology and innovative entertainment solutions. With a diverse portfolio of digital platforms and interactive products, the company engages hundreds of millions of users and delivers immersive, world-class gaming experiences. In 2024, the company achieved exponential growth, tripling its revenue and reaching the billion-dollar milestone. Backed by a Brazilian esports business permit and a multi-tens-of-millions-dollar investment commitment, the company is now riding the wave of ambitious expansion in Brazil, one of the world’s most dynamic and fast-growing gaming markets.
Customer Service Supervisor
Location: Brazil (preferred: Recife)
Contract Type: PJ (Pessoa Jurídica)
Industry: Online Gaming & Sports Betting
Key Responsibilities
• Supervise and lead a team of customer service agents, providing guidance, training, and performance management.
• Monitor day-to-day team operations, ensuring all customer inquiries and issues are resolved in a timely and professional manner.
• Develop and implement best practices to enhance the customer service experience, ensuring consistent, high-quality support across channels (email, live chat, phone, and social media).
• Manage and resolve escalated customer complaints, ensuring customer satisfaction and retention.
• Work closely with the product, marketing, and technical teams to stay updated on new features, promotions, and company policies.
• Analyze customer feedback and identify trends or recurring issues to recommend process or product improvements.
• Prepare and deliver regular performance reports, highlighting KPIs such as customer satisfaction, response times, and issue resolution rates.
• Ensure the team meets or exceeds service level agreements (SLAs) and other key performance indicators (KPIs).
Requirements
• 3+ years of experience in customer service or support roles, with at least 1 year in a supervisory or managerial capacity.
• Strong understanding of customer service best practices and the ability to motivate a team to deliver exceptional service.
• Experience in the iGaming, sports betting, or online services industry is a plus.
• Excellent communication skills in Portuguese (both written and verbal); English proficiency is a plus.
• Ability to manage and resolve complex customer issues with professionalism and empathy.
• Proficient in CRM software, helpdesk tools, and basic reporting tools (e.g., Zendesk, Freshdesk).
• Strong organizational, multitasking, and problem-solving skills.
• Ability to work in a fast-paced and evolving environment.
If this opportunity excites you, apply here or whatsapp us at +65 83413441