Desk Manager - Customer Service (Night Shift)

SmartRecruiters, Inc.; São Paulo; Híbrido; BRL 80 000 - 110 000; Tempo integral

Resumo da oferta

Playtech Managed Services in São Paulo is seeking a passionate, customer-focused Desk Manager - Customer Service (Night Shift) to lead a growing team and ensure SLA compliance. You will own overnight operations, making critical decisions and guiding the shift with effective handovers.

Responsibilities include coaching staff, handling escalations, and reporting performance while ensuring Responsible Gambling, AML, and data protection standards. This role is fully on-site with weekend rotation.

Qualificações

• Leadership experience in a customer service role is essential.
• Minimum 1 year in a leadership role in customer service.
• Advanced English (C1) and native Brazilian Portuguese.
• Proficiency with MS Office and data analysis is essential.
• Experience in online gambling/iGaming preferred and familiarity with responsible gaming.
• Experience with CRM platforms (e.g., Zendesk) and LGPD/AML knowledge.

Responsabilidades

• Owns shift performance against SLAs and KPIs, sets goals and provides feedback.
• Acts as senior overnight contact, makes first-line decisions, escalates as needed.
• Identify and report incidents, follow up until resolution.
• Run structured handovers with day shift, covering incidents and actions.
• Prepare manpower reports and shift schedules compliant with labour law.
• Handle customer interactions and complex escalations when needed.
• Monitor performance data and implement coaching and development plans.
• Build a motivated team, resolve conflicts, and foster continuous improvement.
• Participate in recruiting and promotion of staff.
• Ensure adherence to policies including Responsible Gambling, AML, Data Protection.
• Communicate with other departments and present results in meetings.

Conhecimentos

Leadership

English (C1)

Portuguese (PT-BR)

Data analysis

Customer service

Regulatory knowledge

Risk management

Team coaching

Communication

Shift management

Formação académica

Formal degree not required

Ferramentas

Zendesk

MS Excel

PowerPoint

Descrição da oferta de emprego

• Full-time

Company Description

About Playtech

Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging, and entertaining gaming experience. Playtech is the gaming industry's leading technology company delivering business intelligence-driven gaming software, services, content, and platform technology across the industry.
Read more about who we are and what we do here: www.playtechpeople.com

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices.

Job Description

Playtech Managed Services is looking for a passionate, customer-focused, and results-driven Desk Manager - Customer Service (Night Shift)to join our growing team in São Paulo.

Your influential mission. You will...

• Owns shift performance against SLAs and KPIs: sets goals, monitors progress and gives regular feedback to the team.
• Acts as the senior point of contact overnight, making first-line operational decisions and escalating critical issues to on-call or senior management in line with the escalation process.
• Identifies and reports system and platform incidents promptly, and follows them up until resolved.
• Runs a structured handover with the day shift, covering incidents, open cases, staffing and pending actions.
• Prepares manpower reports and shift schedules in compliance with labour law, including the rules that apply to night work.
• Handles customer interactions (chat, email, calls) and complex escalations (Responsible Gambling)when needed to support the operation.
• Monitors individual performance and quality data, and puts coaching, training and development plans in place.
• Builds a motivated and collaborative team: recognises achievements, resolves conflicts (escalating when necessary) and encourages continuous improvement and career growth.
• Takes part in recruiting, interviewing and promoting Customer Service Associates.
• Adheres to and enforces internal policies, including Responsible Gambling, AML and Data Protection, and supports risk management, consulting dedicated teams on complex cases.
• Communicates effectively with other departments, licensees and clients, presents results in regular meetings, and represents the company professionally at all times.
• Supports operational projects, reports on status and risks, and gives feedback to improve processes and product offerings.
• Takes part in regular training and keeps up to date with process documentation.
• Completes any additional tasks requested by management to support business needs.

Qualifications

Components for success. You...

• Have a formal degree is a plus, but not required. We value proven leadership experience and a track record of success above formal qualifications.
• Have minimum of 1 year of experience in a leadership role (e.g., Team Leader, Supervisor), within a customer service environment.
• Have advanced English (minimum C1 level according to the CEFR), both written and spoken.
• Have a native-level proficiency in Brazilian Portuguese (PT-BR), with excellent communication skills.
• Have strong computer literacy, especially with MS Office tools (Excel, Word, PowerPoint, Outlook).
• Have experience with data analysis and reporting is essential.
• Experience in the online gambling / iGaming industry.
• Experience with responsible gaming frameworks or player behaviour monitoring systems.
• Experience handling regulatory or consumer protection contacts.
• Experience with CRM / ticketing platforms such as Zendesk, including AI-assisted support tools.
• Exposure to AML procedures and data protection requirements (LGPD).

Working Arrangement

• Fully on-site at the São Paulo office. Remote or hybrid working is not available for this role.
• Rotating shift pattern covering daytime and early evening hours.
• Weekend working is required as part of the rotation.

Additional Information

Thrive in a culture that values...

• A supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A commitment to innovation and excellence.
• A diverse and inclusive workplace where everyone is welcome.
• Comprehensive benefits and competitive compensation.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.