Customer Experience Transformation Leader

Customer Service Leadership Role

This is an exciting opportunity to join our team as a Customer Service Desk Manager. As a key member of our team, you will be responsible for leading and developing a high-performing customer service team.

About the Job:
You will 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.

Requirements:
A bachelor's degree in a relevant field or extensive proven experience in corporate training and development. At least 1 year of experience in a similar role, ideally within a customer service environment. Strong knowledge and hands-on skills in customer service operations, including inquiry handling, problem-solving, and customer satisfaction strategies. Fluent English communication skills (C1 level), both written and spoken, and native-level Brazilian Portuguese with excellent communication skills. Strong computer literacy, especially with MS Office tools (Excel, Word, PowerPoint, Outlook). 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.

What We Offer:
A supportive and collaborative team environment. Opportunities for professional growth and development. A commitment to innovation and excellence. A diverse and inclusive workplace where everyone is welcome. Comprehensive benefits and competitive compensation.

How to Apply:
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.

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