Customer Service Team Lead

Há 6 dias

São Paulo, São Paulo, Brasil Betsson AB Tempo inteiro
Customer Service Team Leader Operations Operations Sao Paulo

As Betsson continues to expand its presence in Latin America, we are seeking a seasoned Customer Service Team Leader to join our team in Sao Paulo. This is an exceptional opportunity to lead a high-performing team and contribute to delivering exceptional customer experiences.

Key Responsibilities:
  • Direct management of the support team, ensuring seamless day-to-day operations.
  • Full responsibility for team KPIs, driving performance and efficiency.
  • Regular one-on-one meetings with team members to ensure quality and efficiency standards are met.
  • Coaching and supporting team members to resolve customer cases and tickets.
  • Monitoring team performance and ensuring alignment with overall goals.
  • Communicating expectations to team members, including skills and attitude requirements.
  • Conducting quality assurance checks to ensure 1st line agent competence and adherence.
  • Supporting the Operations team with reporting metrics.
  • Responsible for scheduling, including operational work hours, vacation, and sick leave.
  • Handling HR-related tasks, including onboarding and offboarding of team members.
  • Fostering a positive team spirit.
  • Collaborating with the Operations team to ensure a unified approach and achieve overall goals.
  • Providing feedback to team members on areas for improvement, both individually and departmentally.
  • Assisting Management with additional projects and tasks.
  • Supporting the onboarding and training of new staff.
  • Participating in recruitment processes as needed.
What We Offer:

At Betsson, you'll have the opportunity to work across our leading markets and collaborate with an exceptional team of Customer Service professionals. You'll also have the chance to develop your skills, knowledge of the iGaming industry, and be part of a multicultural, friendly environment. We value our employees' growth and well-being, and we're committed to creating a positive and inclusive work culture.

Requirements:
  • Proven experience in support or operations, with a strong track record of success.
  • Excellent communication skills, both written and verbal.
  • Good understanding of internal procedures, including CS, Payments, and Commercial Teams.
  • Ability to multitask in a high-paced environment.
  • Strong motivation to lead the team towards success.
  • Fluency in English, both spoken and written.
  • Ability to provide constructive feedback.
  • Capacity to handle a team and manage stress productively.
  • Ability to work both individually and as part of a team.
  • Knowledge of online/casino and sportsbook customers is highly advantageous.
  • Availability to work Monday to Saturday.
Extra Advantage:
  • Previous iGaming experience is highly valued.

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