Customer Support Supervisor (Portuguese and English Language) - FOR POOLING

Sportserve; Rio de Janeiro; Híbrido; BRL 30.000 - 70.000; Tempo integral

Resumo da oferta

Join a dynamic team at a leading sports betting technology company, where you will oversee customer service associates and enhance their performance through effective leadership and training. This role offers the chance to develop impactful policies and collaborate across departments to drive quality and innovation. With a commitment to diversity and inclusion, the company fosters a welcoming environment for all. Embrace the opportunity to grow your career in a vibrant, international culture that values your contributions and encourages professional development.

Qualificações

• Ability to handle difficult customer situations tactfully.
• Experience in coaching, leadership, and performance evaluation is preferred.

Responsabilidades

• Direct reporting of Customer Service Associates.
• Staffing, scheduling, recruiting, and onboarding new employees.
• Monitoring team efficiency through data analysis.

Conhecimentos

Customer Service Skills

Problem-Solving Skills

Leadership Skills

Communication Skills

Multitasking

Team Building

Formação académica

College Graduate or Equivalent

Ferramentas

MS Office

Descrição da oferta de emprego

Sportserve is part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first-class sports betting experiences and casino products for users worldwide. Along with Sportion, TechSpirit, Standard Focus, and Sportelligent, we are the driving force behind the renowned sports betting company and our flagship brand, Dafabet.

Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations, and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office-based, hybrid, and remote work options on permanent and consultancy contracts globally, making us a true employer of choice.

What you'll be getting up to:

• Direct reporting of Customer Service Associates.
• Staffing, scheduling, recruiting, interviewing, hiring, and onboarding new employees.
• Employee development and performance management.
• Chat/email evaluation, resolution, and follow-up.
• Implementation of new hire and ongoing education programs.
• Monitoring team efficiency through data analysis and reporting.
• Providing timely, consistent, and constructive feedback to agents and QA Analysts.
• Developing, implementing, and maintaining policies and procedures to ensure quality customer service.
• Collaborating with other departments to share ideas and improve quality, product innovation, and promotions.
• Providing feedback to management on process flow and interdepartmental concerns.
• Supporting all members of the Customer Support team.
• Performing other duties as assigned.

Requirements:

• College graduate or equivalent.
• Ability to handle difficult customer situations tactfully.
• Proficiency in Portuguese and English, both written and spoken.
• Excellent problem-solving and interpersonal skills.
• Strong customer service skills.
• Decision-making abilities and independent judgment.
• Leadership skills, including team building and providing/receiving feedback.
• Strong chat presence.
• Ability to prioritize, multitask, and delegate.
• Excellent verbal and written communication skills.
• Professional communication with internal and external customers.
• Good listening and comprehension skills.
• Availability to work 24/7 shifts, including weekends and holidays.
• Proficiency in MS Office applications.
• Ability to work independently.
• Experience in coaching, leadership, and performance evaluation is preferred.

This listing is for candidate pooling only, meaning we are collecting a database of potential applicants for future openings.

Applications in English only, please.

Diversity & Inclusion

We embrace diversity and equality seriously. We are committed to building a team with varied backgrounds, skills, and perspectives. The more inclusive we are, the better our work. Creating a culture of equality is not just right but also smart.