Customer Service Supervisor – iGaming (Brazil, Remote)

iGamingBar; Teletrabalho; BRL 200.000 - 250.000; Tempo integral

Resumo da oferta

A leading gaming company in Brazil is seeking a Customer Support Supervisor to oversee the daily operations of their customer support team. The ideal candidate will have 2–3 years of customer service experience, preferably in iGaming or fintech, and at least 1 year of supervisory experience. Fluent Portuguese and good English proficiency are required. Responsibilities include coaching staff, monitoring performance, and ensuring compliance with gaming policies. The role may involve shifts, including weekends or holidays.

Qualificações

• Minimum 2–3 years of customer service experience, preferably in iGaming or fintech.
• At least 1 year of supervisory or team lead experience.
• Comfortable working shifts if required.

Responsabilidades

• Supervise daily operations of the customer support team.
• Ensure high-quality, timely customer service.
• Handle escalated cases and complex player issues.

Conhecimentos

Leadership

Communication

Problem-solving

Fluent Portuguese

English proficiency

Ferramentas

CRM systems

Ticketing systems

Live chat tools

Descrição da oferta de emprego

Job Responsibilities

• Supervise daily operations of the customer support team (chat, email, ticketing systems)
• Ensure high-quality, timely, and professional customer service
• Monitor team performance, KPIs, SLAs, response time, and resolution quality
• Handle escalated cases, complaints, and complex player issues
• Coach, train, and motivate customer service agents to improve performance
• Create and improve support workflows, SOPs, and scripts
• Coordinate with other departments (Payments, Risk, Compliance, Product)
• Ensure compliance with iGaming policies, responsible gaming standards, and internal procedures
• Prepare reports on team performance, user feedback, and recurring issues

Requirements

• Based in Brazil and eligible for remote work
• Minimum 2–3 years of customer service experience, preferably in iGaming, online casino, sportsbook, or fintech
• At least 1 year of supervisory or team lead experience
• Fluent in Portuguese (native or near-native)
• Good working proficiency in English (for internal communication)
• Strong leadership, communication, and problem-solving skills
• Experience handling VIP users, payment issues, KYC, and account-related cases
• Comfortable working with CRM / ticketing systems and live chat tools
• Able to work in shifts if required (including weekends or holidays)