Customer Service Manager - Igaming

LESTARS MANAGEMENT CONSULTANCY; São Paulo; Presencial; BRL 120.000 - 150.000; Tempo integral

Resumo da oferta

A leading consultancy in customer service solutions in São Paulo seeks an experienced Customer Service Manager to lead a team in the online gambling industry. You will ensure high-quality support for players and compliance with regulations. The ideal candidate has over 5 years of customer service management experience in iGaming and excellent communication skills. This role offers competitive salary and performance-based incentives with opportunities for career growth.

Serviços

Competitive salary and performance-based incentives

Career growth and professional development opportunities

Collaborative and innovative work environment

Qualificações

• 5+ years of experience in customer service management, preferably in online gambling.
• Strong knowledge of gambling regulations and compliance requirements.
• Ability to work in a fast-paced environment.

Responsabilidades

• Manage and mentor customer service representatives.
• Implement strategies to enhance player satisfaction.
• Track and analyze customer service metrics.
• Handle high-level complaints and ensure effective conflict resolution.

Conhecimentos

Leadership

Problem-solving

Communication

Analytical skills

Fluent in Portuguese

Fluent in English

Formação académica

Bachelor’s degree in Business Administration, Communications, or related field

Ferramentas

CRM systems

Live chat software

Ticketing systems

Descrição da oferta de emprego

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

• Manage and mentor a team of customer service representatives to provide high‑quality support to players via live chat, email, and phone.
• Implement strategies to enhance player satisfaction, engagement, and loyalty.
• Ensure that all customer interactions align with gambling regulations, responsible gaming policies, and AML (Anti‑Money Laundering) laws.
• Track and analyze customer service metrics, including response times, resolution rates, and customer feedback.
• Provide ongoing training to customer service staff on new policies, procedures, and player engagement techniques.
• Handle high‑level complaints and disputes, ensuring effective conflict resolution and customer retention.
• Continuously review and optimize customer service workflows to improve efficiency and service quality.
• 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!