Customer Care International Operations Lead

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BetWarrior is a next-generation digital gaming company with a bold mission: to redefine the way people experience sports betting and casino entertainment across Latin America.

With a dynamic and diverse team, deep market insights, and cutting-edge technology, we're creating an experience that is personalized, responsible, and always player-first.

Great people, bold ideas, and a sharp focus on user experience set us apart

We operate in a highly competitive industry—innovation, speed, and execution are critical to our success. We're now entering a phase of accelerated growth and are looking to professionalize our delivery function. That's where you come in.

We're looking for a Customer Care International Operations Lead to help us scale smarter, move faster, and raise the bar across everything we do

In this role, you´ll:

• Lead Customer Care operations in international markets spanning all across Latin America.
• Be a direct reference for Team Leaders and outsourcing teams.
• Identify potential issues before they escalate, developing innovative and effective solutions that transform challenges into triumphs.
• Spearhead initiatives to consistently exceed quality, satisfaction, and SLA KPIs.
• Architect and implement revolutionary continuous improvement and operational efficiency strategies.
• Proactively diagnose and resolve bottlenecks hindering optimal regional operations.
• Coordinate selection, training, and development processes with the People area to meet the department's staffing needs.
• Implement and standardize processes with the Zendesk Specialist to have our tools match our operations appropriately.
• Generate operation and performance tracking reports and support the business with CX insights.
• Master complex tasks and projects with a strategic vision that anticipates challenges, identifies opportunities, and aligns with organizational goals.
• Effortlessly lead and collaborate across departments, fostering communication, streamlining decision-making, and ensuring flawless execution of wide-ranging initiatives.
• Act as a liaison between Customer Support and other key areas (Product, Compliance, CRM, People).
• Design and execute strategic projects for CX improvement.

We're looking for someone who brings:

• A proven track record of at least 1 year as a dynamic customer service leader (Team Leader, Shift Leader or similar roles).
• Previous experience and deep knowledge of the challenges in the thrilling iGaming industry.
• Fluent language skills in Portuguese and English, both written and verbal.
• Unparalleled understanding of customer trends in Latin American markets, enabling the creation of impactful, tailored strategies.
• Mastery of Zendesk, AI tools, Atlassian and Microsoft Office 365 tools and impeccable Workforce Management.
• Deep understanding of leveraging AI for unparalleled next-generation customer experience.
• A powerful analytical mindset, this individual will expertly interpret data, draw profound conclusions, and make data-driven decisions that drive continuous improvement and optimize performance.
• A trailblazer in project design and continuous improvement strategies.
• Expertise in navigating and leading operations in diverse, multicultural environments.
• Visionary mindset to unlock operational efficiency, leverage technology, and design scalable systems that propel the organization's growth.
• Strong empathy and understanding for diverse and multicultural teams.

We expect every team member to live our values:

Accountability & Ownership – Take charge, own your craft

Reliability – Deliver with quality and consistency

Teamwork – Collaborate, challenge, and grow together

Winner Spirit – Compete with purpose and grit

Wellbeing – Build a career that energizes you

Curiosity & Innovation – Keep questioning. Keep improving