Our client is a pioneering force in transforming the gaming landscape across Asia, leveraging cutting-edge technology and innovative entertainment solutions.
With a diverse portfolio of digital platforms and interactive products, the company engages hundreds of millions of users and delivers immersive, world-class gaming experiences.
In 2024, the company achieved exponential growth, tripling its revenue and reaching the billion-dollar milestone. Backed by a Brazilian esports business permit and a multi-tens-of-millions-dollar investment commitment, the company is now riding the wave of ambitious expansion in Brazil, one of the world's most dynamic and fast-growing gaming markets.
Customer Service Supervisor Location: Brazil (preferred: Recife)Contract Type: PJ (Pessoa Jurídica)Industry: Online Gaming & Sports Betting Key Responsibilities• Supervise and lead a team of customer service agents, providing guidance, training, and performance management.• Monitor day-to-day team operations, ensuring all customer inquiries and issues are resolved in a timely and professional manner.• Develop and implement best practices to enhance the customer service experience, ensuring consistent, high-quality support across channels (email, live chat, phone, and social media).• Manage and resolve escalated customer complaints, ensuring customer satisfaction and retention.• Work closely with the product, marketing, and technical teams to stay updated on new features, promotions, and company policies.• Analyze customer feedback and identify trends or recurring issues to recommend process or product improvements.• Prepare and deliver regular performance reports, highlighting KPIs such as customer satisfaction, response times, and issue resolution rates.• Ensure the team meets or exceeds service level agreements (SLAs) and other key performance indicators (KPIs).
Requirements• 3+ years of experience in customer service or support roles, with at least 1 year in a supervisory or managerial capacity.• Strong understanding of customer service best practices and the ability to motivate a team to deliver exceptional service.• Experience in the iGaming, sports betting, or online services industry is a plus.• Excellent communication skills in Portuguese (both written and verbal); English proficiency is a plus.• Ability to manage and resolve complex customer issues with professionalism and empathy.• Proficient in CRM software, helpdesk tools, and basic reporting tools (e.g., Zendesk, Freshdesk).• Strong organizational, multitasking, and problem-solving skills.• Ability to work in a fast-paced and evolving environment.
If this opportunity excites you, apply here or whatsapp us at +65 83413441