Retail Customer Service Manager

Playtech Managed Services; São Paulo; Presencial; BRL 180 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Comprehensive benefits

Competitive compensation

Professional growth opportunities

Diverse and inclusive workplace

Global team

Resumo da oferta

Playtech Managed Services in São Paulo seeks a passionate Retail Customer Service Manager to own and enhance our retail customer service operations. You will lead a high-performing team across multiple locations, drive service levels and KPIs, and collaborate with Product, Risk, Payments and Compliance to resolve escalations.

You will recruit, coach, and develop team members, ensure regulatory compliance including Responsible Gambling and AML, and present insights to leadership and clients.

Qualificações

• Have at least 1 year of experience in a similar role, ideally within a customer service or sportsbook.
• Speak advanced English (C1) and native-level Brazilian Portuguese (PT-BR).
• Are tech-savvy, with strong computer literacy and proficiency in MS Office tools.
• Understand customer service principles and know how to manage high-volume inquiries with professionalism and empathy.

Responsabilidades

• Manage a team of Retail Customer Service Agents, Team Leads, and Shift Managers across retail sportsbook operations.
• Provide coaching, performance feedback, and career development opportunities to help your team grow.
• Lead recruitment, onboarding, and promotion processes for customer service roles.
• Monitor daily operations to ensure service levels and KPIs are consistently met across all support channels.
• Collaborate with Product, Risk, Payments, and Compliance teams to resolve escalations and improve service delivery.
• Support the launch of new betting products and technologies across retail locations.
• Analyze customer feedback and betting behavior to identify service gaps and drive improvements.
• Ensure compliance with local and international gambling regulations, including Responsible Gambling, AML, and Data Protection policies.
• Present performance insights and operational updates to senior leadership and corporate clients.
• Act as the key point of contact between internal stakeholders and retail site operators.

Conhecimentos

Team leadership

Coaching & development

Recruitment & onboarding

Stakeholder communication

KPI monitoring

Advanced English

Portuguese (PT-BR)

MS Office

Ferramentas

MS Office

Descrição da oferta de emprego

Job Description

Playtech Managed Services is looking for a passionate and driven Retail Customer Service Manager to join our growing team in São Paulo. If you're ready to take ownership of retail customer service operations and lead a high-performing team, this is your chance to make an impact. Your influential mission. You will...

• Manage a team of Retail Customer Service Agents, Team Leads, and Shift Managers across retail sportsbook operations.
• Provide coaching, performance feedback, and career development opportunities to help your team grow.
• Lead recruitment, onboarding, and promotion processes for customer service roles.
• Monitor daily operations to ensure service levels and KPIs are consistently met across all support channels.
• Collaborate with Product, Risk, Payments, and Compliance teams to resolve escalations and improve service delivery.
• Support the launch of new betting products and technologies across retail locations.
• Analyze customer feedback and betting behavior to identify service gaps and drive improvements.
• Ensure compliance with local and international gambling regulations, including Responsible Gambling, AML, and Data Protection policies.
• Present performance insights and operational updates to senior leadership and corporate clients.
• Act as the key point of contact between internal stakeholders and retail site operators.

Qualifications

Components for success. You...

• Have at least 1 year of experience in a similar role, ideally within a customer service or sportsbook environment.
• Speak advanced English (C1) and native-level Brazilian Portuguese (PT-BR).
• Are tech-savvy, with strong computer literacy and proficiency in MS Office tools.
• Understand customer service principles and know how to manage high-volume inquiries with professionalism and empathy.
• Are results-driven, organized, and a confident communicator with strong presentation skills.
• Thrive in fast-paced environments, with excellent multitasking and prioritization abilities.
• Have a passion for sports and betting, and a service-oriented mindset.
• Have experience in sportsbook operations or retail betting environments.
• Are comfortable presenting to stakeholders and clients.
• Enjoy solving problems and improving processes with creativity and resilience.

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.

Join our team at Playtech's new Brazilian office of Playtech Managed Services (PTMS), where we work together to support and enhance our live products and services. Be part of a global, dynamic and innovative team that values collaboration, continuous learning, and excellence.

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.