Customer Support Team Leader (Argentina)

Igbaffiliate; Argentina; Presencial; ARS 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Call Power is seeking a Customer Support Team Leader for Argentina to guide regional operations, supervise regional Supervisors and their agents, and align strategies with company objectives to deliver high-quality service.

You will monitor performance, drive improvements across chat, tickets and calls, and collaborate with cross-functional teams to enhance the customer experience.

Descripción del empleo

Customer Support Team Leader (Argentina) We believe that great careers and thriving teams grow through meaningful connections, and we’re here to match you with opportunities that fuel ambition and roles that unlock your talent. We know iGaming inside out and use that know-how to help talented professionals find their place in the game, where drive, innovation, and ambition meet in a perfect match. Our client Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. Strategic focus is to deliver a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of the different Latin American players. Develop and launch own Casino Games, as well as operate own CRM, CS and Back-office platforms. Perfect for those who aim to: Lead and oversee Customer Support operations for an assigned region, managing and supporting Supervisors and their teams of agents; Define and execute regional customer support strategies aligned with company objectives, service standards, and growth targets; Monitor overall team performance, ensuring productivity, quality, and compliance across all support channels (chat, tickets, calls); Analyze operational data and key performance indicators (KPIs) to identify trends, risks, and opportunities for improvement; Provide strategic guidance and coaching to Supervisors, supporting their development and leadership effectiveness; Collaborate closely with cross-functional stakeholders (Product, Payments, Compliance, Risk, and Operations) to improve customer experience and issue resolution; Oversee handling of high-level escalations and critical incidents, ensuring timely and appropriate resolutions; Lead regional projects and initiatives aimed at improving efficiency, customer satisfaction, and operational scalability; Manage regional planning, capacity forecasting, and resource allocation; Prepare and present performance reports, insights, and strategic recommendations to senior management.

Responsibilities

• Develop and launch own Casino Games, as well as operate own CRM, CS and Back-office platforms.
• Lead and oversee Customer Support operations for an assigned region, managing and supporting Supervisors and their teams of agents;
• Define and execute regional customer support strategies aligned with company objectives, service standards, and growth targets;
• Monitor overall team performance, ensuring productivity, quality, and compliance across all support channels (chat, tickets, calls);
• Analyze operational data and key performance indicators (KPIs) to identify trends, risks, and opportunities for improvement;
• Provide strategic guidance and coaching to Supervisors, supporting their development and leadership effectiveness;
• Collaborate closely with cross-functional stakeholders (Product, Payments, Compliance, Risk, and Operations) to improve customer experience and issue resolution;
• Oversee handling of high-level escalations and critical incidents, ensuring timely and appropriate resolutions;
• Lead regional projects and initiatives aimed at improving efficiency, customer satisfaction, and operational scalability;
• Manage regional planning, capacity forecasting, and resource allocation;
• Prepare and present performance reports, insights, and strategic recommendations to senior management.