Customer Service Manager

Há 11 horas

São Paulo, São Paulo, Brasil Lestars Management Consultancy Tempo inteiro

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

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