About the CompanyOur client is a leading Asian company in the digital entertainment industry now launching its operations in Brazil, known for delivering innovative and engaging experiences to its users.The company is fully regulated and bringing a strong commitment to compliance, responsible gaming, and customer satisfaction.
Operating in a fast-paced and dynamic environment, the company prioritizes operational efficiency, high-quality service, and continuous improvement.
About the RoleWe are looking for an experienced Director of Customer Service & Ombudsman to join our leadership team.
This key role is responsible for ensuring operational excellence, improving efficiency, and delivering scalable results in customer service and sales operations.
The ideal candidate will oversee outsourced telemarketing and support teams, ensuring high-quality, compliant responses across chat and voice channels.
Additionally, they will be responsible for managing the company s customer relations on platforms like Consumidor.gov and ReclameAqui.
Hybrid work model (3x per week in our Recife-PE office)Key Responsibilities Performance ManagementSupervise and enhance the performance of outsourced telemarketing and support teams.Ensure high-quality, compliant, and efficient responses across chat and voice channels.
Customer Relations & Complaint ManagementOversee the company s responses on Consumidor.gov and ReclameAqui.Ensure customer complaints are handled promptly and effectively.
Operational Excellence & EfficiencyImplement strong operational strategies to enhance efficiency and drive scalability.Manage resource allocation and workforce planning.
Budget & Project RoadmapDefine, allocate, and monitor budgets and operational costs.Develop a clear strategic project roadmap, including KPIs and SLA commitments per market.
BPO & Process ImprovementManage BPO provider contracts and oversee deliverables.Drive continuous process improvement to enhance customer and agent experiences.
Scalability & InnovationAlign business goals with customer service, sales, and client operations strategies.Identify and implement service innovations by analyzing industry trends and competitors.
Data & Reporting ManagementEnsure accurate data flow and reporting for CS, Sales, and Client Operations.Develop an effective Voice of Customer (VOC) feedback system for internal teams.
Stakeholder Alignment & CollaborationConnect operational leads to ensure alignment in SOPs and smooth cooperation across departments.Build effective stakeholder engagement strategies at all levels.
Leadership & Team DevelopmentBuild and nurture a high-performing team, ensuring direct reports have SMART objectives, development plans, and regular feedback.Inspire teams and reinforce commitment to the companys vision, values, and mission.Requirements Leadership & People ManagementProven experience in coaching, developing, and leading teams.Ability to foster an open feedback culture and inspire teams to go beyond expectations.
Strategic Thinking & Decision-MakingStrong understanding of financial and operational indicators to support strategic decision-making.Ability to anticipate obstacles and implement mitigation strategies.
Problem-Solving & Complexity ManagementAbility to simplify and solve complex challenges at an organizational level.Strong decision-making skills, balancing data analysis with quick, effective action.
Stakeholder Management & CommunicationExperience in developing and executing engagement strategies for different stakeholders.Excellent verbal and written communication skills.
Analytical & Organizational SkillsStrong data-driven approach with excellent problem-solving abilities.Exceptional organizational, communication, and interpersonal skills.
Passion for Operations & Customer ExperienceEnthusiastic about operational excellence, with a data-driven mindset.
Advanced EnglishStrong written and verbal communication skills in English are required, as this role involves interaction with international teams and stakeholders.
Availability for TravelWillingness to travel occasionally for in-person meetings with colleagues, partners, and service providers.Why Join Us?
A High-Impact RoleLead the customer service strategy of a rapidly growing company in the Brazilian market.
Career Growth & InnovationWork in a dynamic and innovative environment with strong potential for professional development.
A Purpose-Driven MissionBe part of a company that constantly seeks new ways to entertain and engage users.
Hybrid Work ModelWork onsite in Recife-PE 3x per week.If you are a strategic thinker with a passion for operational excellence and customer support, we would love to hear from you!
Apply now and help shape the future of digital entertainment in Brazil!