CS Desk Manager

Join to apply for the CS Desk Manager role at GamblingCareers.com .

Team leadership position focused on service delivery, team performance, and operational excellence within customer support functions.

• Take ownership of team performance, progress, and achievements through efficient process organization.
• Set clear goals, monitor progress, and provide regular feedback to align with SLAs and KPIs.
• Recognize and celebrate individual and team accomplishments to foster motivation and engagement.
• Promote a positive, competitive, and collaborative team environment.
• Prepare and analyze manpower reports and team schedules in compliance with labor laws.
• Ensure timely reporting and resolution of system-related issues.
• Organize and participate in regular team meetings and departmental updates.
• Support operations by handling customer interactions (chats, emails, calls) when needed.
• Maintain effective communication across departments, licensees, and stakeholders.
• Provide timely updates and escalate critical feedback or issues to senior management.
• Represent the company professionally in all internal and external interactions.
• Facilitate problem-solving and consensus-building within the team.
• Present results to corporate clients during daily, weekly, and monthly meetings.
• Recruit, interview, and promote Customer Service Associates.
• Monitor individual performance and implement training, coaching, and development plans.
• Encourage creativity, continuous improvement, and career growth—both horizontal and vertical.
• Identify and resolve interpersonal conflicts, escalating when necessary.
• Collect and analyze quality data to drive proactive solutions and enhance customer experience.
• Participate in regular training sessions and stay up to date with process documentation.
• Adhere to and enforce internal policies including Responsible Gambling, AML, and Data Protection.

• Hold a bachelor's degree in a relevant field (such as Education, Communication, or HR), or bring extensive, proven experience in corporate training and development.
• Have at least 1 year of experience in a similar role, ideally within a customer service environment.
• Possess strong knowledge and hands-on skills in customer service operations, including inquiry handling, problem-solving, and customer satisfaction strategies.
• Communicate fluently in English (C1 level), both written and spoken, and speak Brazilian Portuguese at a native level with excellent communication skills.
• Demonstrate strong computer literacy, especially with MS Office tools (Excel, Word, PowerPoint, Outlook).
• Understand customer service principles and best practices, and manage customer interactions effectively to resolve issues and ensure satisfaction.
• Extract, summarize, and present key information clearly and concisely, with solid knowledge of business processes and strong presentation skills.
• Meet performance standards across key indicators, including customer orientation, quality and excellence, job knowledge, results-driven mindset, professionalism, integrity, trust and commitment, time management and punctuality, communication skills, and technical aptitude.
• Solve problems with creativity and resilience, showing patience and adaptability in challenging situations.

• Supports risk management tasks and consults with dedicated teams for complex cases.
• Assists in managing operational projects and ensures timely delivery.
• Communicate project status, risks, and issues both verbally and in writing.
• Provide ongoing feedback to improve operational processes and product offerings.
• Complete additional tasks as requested by management to support business needs.

In addition to your CV, please add a brief motivation letter covering your goals, your current experience in Customer Support Desk Manager or related fields, and/or working in a corporate environment. You can write it in the comment section at the end of the application page (under "your message to the hiring manager").

Team: Join the team at our new Brazilian Playtech Managed Services (PTMS) office, where we work together to support and enhance our live products and services. Be part of a global, dynamic and innovative team that values collaboration, continuous learning, and excellence.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.

• Mid-Senior level

• Full-time

• Other
• Industries: Gambling Facilities and Casinos

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