Desk Manager - Customer Service (Night Shift)

Playtech Managed Services; São Paulo; Presencial; BRL 100 000 - 145 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive compensation

Comprehensive benefits

Professional growth

Resumo da oferta

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 mission is to own shift performance against SLAs and KPIs, act as the senior overnight contact, manage incidents, and coach the team to deliver excellent customer service while upholding Responsible Gambling and data protection policies.

Qualificações

• A formal degree is a plus, but not required. We value proven leadership experience and a track record of success over formal qualifications.
• Minimum of 1 year of experience in a leadership role in a customer service environment.
• Advanced English (CEFR C1) written and spoken.
• Native-level Brazilian Portuguese (PT-BR) with excellent communication skills.
• Strong computer literacy, especially with MS Office tools.
• Experience with data analysis and reporting is essential.

Responsabilidades

• Owns shift performance against SLAs and KPIs; sets goals, monitors progress and provides feedback.
• Acts as the senior overnight point of contact, making first-line operational decisions and escalating critical issues.
• Identifies and reports system and platform incidents promptly and follows up until resolved.
• Conducts structured handovers with the day shift, covering incidents and open cases.
• Prepares manpower reports and shift schedules in compliance with labour law, including night-work rules.
• Handles customer interactions (chat, email, calls) and complex escalations when needed.
• Monitors performance and quality data; implements coaching and development plans.
• Fosters a motivated, collaborative team and supports career growth and recruitment.
• Ensures compliance with Responsible Gambling, AML, and Data Protection policies.

Conhecimentos

Leadership experience

Advanced English (C1)

Portuguese (PT-BR)

Data analysis and reporting

Formação académica

Formal degree preferred

Ferramentas

Zendesk

MS Office

Descrição da oferta de emprego

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.

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.

You’ll get extra points for...

• 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.