Customer Support Team Leader

Company Description We are SkillOnNet, we are leading the igaming entertainment by providing our customers with the most entertaining and trustworthy experience possible, while also reinventing the gambling industry. We are home to more than 30 well-known brands, including PlayOJO, DruckGluck, BacanaPlay, Genting, and many more. We are committed to long-term development and sustainability, and we are trying to revolutionise our industry for the benefit of our players, ourselves, and the entertainment industry as a whole. Job Description We are seeking to recruit a Customer Support Team Leader who can set up, manage and lead a team, with a focus on growing the service and operations functions of the company. You will be responsible to oversee the daily operation tasks including but not limited to first and second line of support via Live Chat, Emails and Phone while maintaining high SLA to ensure performance KPI are met, conducting customers KYC verifications and overall Risk/Compliance assessment monitoring to adhere with the company policies and protocols. The Operation center is based in São Paulo, Brazil and it requires the potential Team Lead to reside in São Paulo. Your Responsibilities Develop, supervise and maintain a high-performance Operation centre, including recruitment, training and establish exceptional workflow processes Effectively manage team performance and workload related to Customer Support and Risk/Compliance responsibilities as:
Troubleshooting, assisting and handling customer enquiries whether related to product information, complaints or general information requests in a timely manner Ensuring customers enquiries are handled in accordance with the company high service standards Conduct KYC verifications and daily risk processes to identify, manage and report suspicious/fraudulent activity Ensure the staff is up-to-date with the company policies, procedures and regulatory license requirements Monitor the Operation functional KPIs, analyze daily the service delivered to customers and provide periodic reporting to the respective higher management stakeholders Collaborate and work closely with other Internal Departments within the organization What we are looking for:
Minimum 3-5 years of Customer Service Management experience in eCommerce / iGaming sectors. High advantage for iGaming Experience Understanding of customer relationship management theory and practice Excellent communication skills, written and verbal English, highly organised and methodical, with excellent attention to details Excellent organizational, management and individual productivity skills Ability to function as a self-starter with an emphasis on getting things done Must be able to work under pressure in fast paced environment Ability to problem solve and adapt to changing business requirements Experience in recruitment and training Strong interpersonal skills with the ability to build relationships across Departments and remote offices Devoted person that inspires to excel and achieve all goals and objectives Extensive knowledge of MS Office tools and past experience with various CRM Tools What's in it for YOU? Excellent work environment Attractive salary package Annual incentive Bonus Monetary vouchers on Birthdays and other special occasions Fully equipped kitchen and in-house entertaining space Options to enroll in Company's medical insurance plan Exciting company activities including monthly lunches, monthly corporate gatherings, competitions, daily snacks and many other activities. Casual Dress Code A chance to advance professionally inside one of the world's largest iGaming organisations. What it's like to work at SkillOnNet SkillOnNet is a firm believer in putting people first and our "family oriented" multinational culture is what drives us. We care and focus on our staff and ensure that you are provided with the most relevant and valuable tools, privileges and amenities.

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