Customer Service Team Leader

Há 2 dias

Rio de Janeiro, Rio de Janeiro, Brasil FH International Consulting Co. Inc. Tempo inteiro

Job description:

As a Customer Service Team Leader you will oversee both customer service and local operations workflows, ensuring seamless delivery of player support and operations. A key part of this role is to be highly resourceful in managing all online slots operations needs, including coordinating with vendors, handling game-related issues, and ensuring the timely execution of slot promotions and updates. You will lead the CS team, ensure compliance with the company standards, and act as the central link between local operations and HO.

Customer Service Management

  • Lead and supervise the customer service team, ensuring high-quality, fast, and professional player support.
  • Monitor KPIs (response time, satisfaction, resolution rates) and implement performance improvements.
  • Handle escalated cases, including VIP players and sensitive complaints.
  • Train staff on new games, features, and promotions.

Operations Oversight

  • Oversee daily operational processes including payments, verification, and promotional execution.
  • Coordinate with HQ to standardize reporting, workflows, and system updates.
  • Prepare weekly and monthly performance/operations reports.
  • Act as the main point of contact for all operational needs.
  • Liaise with slot providers/vendors to resolve technical issues quickly.
  • Ensure slot game launches, updates, and promotional campaigns are executed on time.
  • Monitor slot performance data, player feedback, and system stability.
  • Provide resourceful solutions for local slot-related operational challenges.

Leadership & Continuous Improvement

  • Recruit, train, and develop top local talent for CS and ops functions.
  • Identify areas for improvement across support and operations and propose actionable solutions.
  • Act as the bridge between local market operations and senior management.

QUALIFICATIONS

  • Minimum of 2 years of experience in Operations Management
  • Experience in Online Gaming, iGaming (slot/casino) is strongly preferred
  • Fluent in English and Portuguese
  • Strong leadership and people management skills
  • Deep understanding of slot operations, game launches, and promotional cycles
  • Excellent in problem-solving and resourcefulness- able to resolve slot and operational issues in a timely manner
  • Ability to balance player satisfaction, compliance, and operational efficiency.

Job Type: Full-time

Pay: R$5, R$8,137.00 per month

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