Customer Service Manager
Há 9 horas
Job Overview:
We are looking for an experienced Customer Service Manager to oversee our customer support team within the online gambling industry. This role involves leading a team of customer service representatives to ensure an outstanding player experience, quick resolution of queries, and adherence to compliance and responsible gaming policies. The ideal candidate will have a strong background in customer service management within the iGaming sector, with excellent leadership and problem-solving skills.
Key Responsibilities:
Customer Support Leadership: Manage and mentor a team of customer service representatives to provide high-quality support to players via live chat, email, and phone.
Customer Satisfaction & Retention: Implement strategies to enhance player satisfaction, engagement, and loyalty.
Compliance & Responsible Gaming: Ensure that all customer interactions align with gambling regulations, responsible gaming policies, and AML (Anti-Money Laundering) laws.
Performance Monitoring: Track and analyze customer service metrics, including response times, resolution rates, and customer feedback.
Training & Development: Provide ongoing training to customer service staff on new policies, procedures, and player engagement techniques.
Escalation Management: Handle high-level complaints and disputes, ensuring effective conflict resolution and customer retention.
Process Improvement: Continuously review and optimize customer service workflows to improve efficiency and service quality.
Collaboration with Other Departments: Work closely with marketing, fraud prevention, and product teams to enhance the overall player experience.
Requirements & Qualifications:
Bachelor's degree in Business Administration, Communications, or a related field.
5+ years of experience in customer service management, preferably within the online gambling or iGaming industry.
Strong knowledge of gambling regulations, responsible gaming, and compliance requirements.
Experience working with CRM systems, live chat software, and ticketing systems.
Excellent communication, leadership, and problem-solving skills.
Ability to work in a fast-paced, high-pressure environment.
Strong analytical skills to assess customer service metrics and trends.
Fluent in both Portuguese and English (spoken and written).
Preferred Skills:
Knowledge of online gaming platforms and industry trends.
Experience in handling VIP and high-value customers.
Familiarity with dispute resolution and chargeback processes.
Certification in customer service management or leadership training is a plus.
Why Join Us?
Competitive salary and performance-based incentives.
Opportunity to work in a dynamic and rapidly growing industry.
Career growth and professional development opportunities.
A collaborative and innovative work environment.
If you are a customer service professional passionate about delivering exceptional player experiences, we'd love to hear from you
-
Customer Success Leader Júnior
Há 4 dias
São Paulo, São Paulo, Brasil Desk Manager Tempo inteiro R$72.000 - R$108.000 por anoADesk Manageré uma plataforma completa deESMeITILSMque simplifica desde a operação até a gestão estratégica de serviços. Com mais de10 anos de mercadoe500 clientes ativos em diferentes segmentos, nossa suíte com12 aplicativos integradosse destaca por unir inovação, praticidade e escalabilidade.Entre as principais funcionalidades, estão:Chamado,...
-
Customer Success Manager
Há 4 dias
São Paulo, São Paulo, Brasil RELEX Solutions Tempo inteiro R$60.000 - R$120.000 por anoWe are now looking for a full-time Customer Success Manager – US LATAM to join our RELEX family in the US You'll join a diverse team of 19 people, who will help you succeed in your new role. Together the team ensures every customer gets the most value from our solution, all while maintaining healthy margins and SaaS revenue to support our accelerated...
-
Associate Customer Success Manager
Há 10 horas
São Paulo, São Paulo, Brasil TransPerfect Tempo inteiro R$40.000 - R$80.000 por anoThe Associate Customer Success Manager is responsible for small to mid-size global accounts, or supports a Customer Success Manager on a larger account. Their goal is ensuring customer satisfaction and growing the account profitability as well as meeting revenue objectives.The Associate Customer Success Manager will receive support from the Global Client...
-
Customer Success Manager
1 semana atrás
São Paulo, São Paulo, Brasil Zudy Tempo inteiro R$60.000 - R$120.000 por anoAre you a results-oriented and motivated customer-oriented sales professional who thrives on building strong connections and driving customer satisfaction? At Jitterbit, we are actively searching for a highly dedicated and enthusiastic Customer Success Manager for the Latam region, to become an integral part of our team. As a Customer Success Manager, you...
-
Customer Success Assistant Manager
1 semana atrás
São Paulo, São Paulo, Brasil Lalamove Tempo inteiro R$104.000 - R$208.000 por anoAt Lalamove, we believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is our specialty, and we always strive to make it fast and simple. Since 2013, we have been at the forefront of the logistics industry, finding innovative solutions to meet the...
-
Customer Success Assistant Manager
1 semana atrás
São Paulo, São Paulo, Brasil LaLaMove Tempo inteiro R$60.000 - R$120.000 por anoAt Lalamove, we believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is our specialty, and we always strive to make it fast and simple. Since 2013, we have been at the forefront of the logistics industry, finding innovative solutions to meet the...
-
Associate Customer Success Manager
Há 5 horas
São Paulo, São Paulo, Brasil TransPerfect Tempo inteiro R$40.000 - R$80.000 por anoJob description The Associate Customer Success Manager is responsible for small to mid-size global accounts, or supports a Customer Success Manager on a larger account. Their goal is ensuring customer satisfaction and growing the account profitability as well as meeting revenue objectives.The Associate Customer Success Manager will receive support from the...
-
Associate Customer Success Manager
Há 9 horas
São Paulo, São Paulo, Brasil TransPerfect Tempo inteiro R$60.000 - R$120.000 por anoThe Associate Customer Success Manager is responsible for small to mid-size global accounts, or supports a Customer Success Manager on a larger account. Their goal is ensuring customer satisfaction and growing the account profitability as well as meeting revenue objectives.The Associate Customer Success Manager will receive support from the Global Client...
-
Customer Success Manager
1 semana atrás
São Paulo, São Paulo, Brasil Jitterbit Tempo inteiro R$90.000 - R$120.000 por anoCompany DescriptionJitterbit is a leading data, application, and process workflow automation solution. Rooted in iPaaS and fueled by an ambitious vision, we integrate critical business processes to deliver the experiences and insights needed by enterprises of all sizes to accelerate their digital journey and future proof their business. Simply put, we power...
-
Customer Success Manager
1 semana atrás
São Paulo, São Paulo, Brasil Jitterbit Tempo inteiro US$30.000 - US$60.000 por anoCompany Description Jitterbit is a leading data, application, and process workflow automation solution. Rooted in iPaaS and fueled by an ambitious vision, we integrate critical business processes to deliver the experiences and insights needed by enterprises of all sizes to accelerate their digital journey and future proof their business. Simply put, we power...
