Retail Customer Service Manager

Há 5 dias

São Paulo, Brasil Playtech Tempo inteiro

**Ready to level up your career?**

**Playtech Managed Services** is looking for a passionate and driven **Retail Customer Service Manager** to join our growing team in **São Paulo**. If you're ready to take ownership of retail customer service operations and lead a high-performing team, this is your chance to make an impact.

**Your influential mission. You will...**
- Manage a team of Retail Customer Service Agents, Team Leads, and Shift Managers across retail sportsbook operations.
- Provide coaching, performance feedback, and career development opportunities to help your team grow.
- Lead recruitment, onboarding, and promotion processes for customer service roles.
- Monitor daily operations to ensure service levels and KPIs are consistently met across all support channels.
- Collaborate with Product, Risk, Payments, and Compliance teams to resolve escalations and improve service delivery.
- Support the launch of new betting products and technologies across retail locations.
- Analyze customer feedback and betting behavior to identify service gaps and drive improvements.
- Ensure compliance with local and international gambling regulations, including Responsible Gambling, AML, and Data Protection policies.
- Present performance insights and operational updates to senior leadership and corporate clients.
- Act as the key point of contact between internal stakeholders and retail site operators.

**Qualifications**:
**Components for success. You...**
- Have at least 1 year of experience in a similar role, ideally within a customer service or sportsbook environment.
- Speak advanced English (C1) and native-level Brazilian Portuguese (PT-BR).
- Are tech-savvy, with strong computer literacy and proficiency in MS Office tools.
- Understand customer service principles and know how to manage high-volume inquiries with professionalism and empathy.
- Are results-driven, organized, and a confident communicator with strong presentation skills.
- Thrive in fast-paced environments, with excellent multitasking and prioritization abilities.
- Have a passion for sports and betting, and a service-oriented mindset.

**You'll get extra points for...**
- Have experience in sportsbook operations or retail betting environments.
- Are comfortable presenting to stakeholders and clients.
- Enjoy solving problems and improving processes with creativity and resilience.

**Additional Information**:
**Thrive in a culture that values...**
- 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?**

**Join our team at Playtech's new Brazilian office of Playtech Managed Services (PTMS)**, 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._

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