Customer Support Team Lead

Há 3 dias

São Paulo, Brasil Bebeeleadership Tempo inteiro

Team Lead Opportunity About the Role: This key position plays a pivotal role in delivering exceptional customer experiences within our dynamic 24 / 7 operational environment. As a Team Lead, you will be responsible for guiding your team during their shifts, ensuring timely resolution of customer issues and maintaining high service standards. Main Responsibilities Lead customer operations teams during scheduled shifts, focusing on live SLA monitoring, identifying potential disruptions, and recognizing trends. Act as the primary point of support for agents, providing guidance, answering questions, and coaching throughout the shift. Effectively manage escalated customer issues, including those related to payments, KYC, VIP services, affiliate matters, and technical cases. Assist with handling support tickets during peak demand or when team coverage is low. Ensure all escalations are managed according to our company's 24 / 7 escalation procedures. Collaborate with other departments such as product, tech, and marketing to resolve complex customer issues. Support the distribution and implementation of updated training materials, tools, and process documentation. Required Skills and Qualifications A proven track record in a supervisory or leadership role within a customer support environment, preferably in iGaming, fintech, or digital entertainment. Strong skills in coaching and developing customer service teams. Thorough knowledge of support processes, quality monitoring, and performance tracking. Comfortable making quick decisions and resolving urgent, high-impact support issues. Excellent communication and interpersonal skills. Project coordination or cross-functional team experience is considered an advantage. Benefits A confident and supportive leadership style. Calm under pressure with a proactive, solution-focused mindset. Strong customer focus and dedication to service excellence. Committed to ongoing personal and team development. Others The ideal candidate will possess excellent problem-solving skills and the ability to work effectively in a fast-paced environment. #J-18808-Ljbffr

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