Customer Support Lead - iGaming Operations

Growe Talents; Argentina; Presencial; ARS 1.200.000 - 2.100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & Wellness

Global Medical Coverage

Benefits Programs

Rewards

Dynamic Work Environment

Descripción de la vacante

Call Power, a leading online gaming company, is seeking an experienced customer-support supervisor to oversee daily operations, drive agent productivity, and ensure service continuity across LATAM markets.

You will monitor real-time performance, coach teams, manage escalations, and align on KPIs while collaborating with cross-functional partners to improve workflows and customer outcomes.

Formación

• Proven experience in a supervisory or leadership role within the iGaming or customer support industry.
• Experience in people management and coaching skills.
• Hands-on experience with customer support platforms, CRM systems, and performance monitoring tools.
• Strong analytical skills and ability to drive data-informed decisions.

Responsabilidades

• Oversee daily support operations, ensuring agent productivity, schedule adherence, and service continuity.
• Monitor agent performance in real time, providing guidance, coaching, and feedback.
• Conduct regular team meetings to share updates and align on performance goals.
• Step in to manage ticket queues or customer interactions during emergencies or peak workload periods.
• Review customer interactions to ensure quality standards and compliance.
• Track and analyze KPIs including response times and customer satisfaction.
• Lead projects to improve support workflows, tools, and service quality.
• Prepare and present reports on performance and outcomes to senior management.

Conocimientos

Supervisory leadership

People management

CRM platforms

Performance monitoring tools

Data analysis

Regulatory compliance knowledge

Herramientas

CRM platforms

Performance monitoring tools

Descripción del empleo

Call Power, a leading online gaming company, is seeking an experienced customer-support supervisor to oversee daily operations, drive agent productivity, and ensure service continuity across LATAM markets.

You will monitor real-time performance, coach teams, manage escalations, and align on KPIs while collaborating with cross-functional partners to improve workflows and customer outcomes.