Customer Support Supervisor

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Supervise daily operational support activities, ensuring the productivity of agents, adherence to schedules, and continuity of service;

• Observe agent performance in real-time, offering guidance, coaching, and constructive feedback;

• Hold regular team meetings to communicate updates, strengthen training, and synchronize on performance objectives;

• Step in to manage ticket queues or customer interactions during emergencies or peak workload times;

• Address escalated customer complaints and complex or sensitive matters, ensuring prompt and effective resolutions;

• Review customer interactions (chats, tickets, and calls) to verify compliance with quality standards, internal policies, and regulatory requirements;

• Monitor and analyze key performance indicators (KPIs), such as response times, resolution times, customer satisfaction, and agent efficiency;

• Lead or actively engage in initiatives and projects designed to enhance support workflows, tools, and overall service quality;

• Oversee project timelines, priorities, and deliverables to ensure goals are achieved;

• Prepare and deliver reports on operational performance, project advancements, and outcomes to senior management.

⛳️ Requirements

• Established experience in a supervisory or leadership position within the iGaming or customer support sector;

• Experience in managing people and strong coaching abilities;

• Practical experience with customer support platforms, CRM systems, and performance tracking tools;

• Strong analytical capabilities with the ability to analyze data and make strategic, data-driven decisions;

• Comprehensive knowledge of industry regulations, compliance standards, and best practices;

• Exceptional verbal and written communication skills;

• Natural leadership qualities with the ability to motivate, guide, and inspire a diverse support team;

• Composed, confident, and solution-oriented when addressing high-pressure situations;

• Highly organized with robust time management and prioritization skills;

• Proactive and hands-on, willing to assist the team as needed;

• Strong sense of ownership and accountability for team performance and customer results;

• Fair, objective, and consistent in decision-making and performance assessments;

• Adaptable and comfortable working in a fast-paced, evolving environment;

• Open to feedback and dedicated to continuous improvement, both personally and for the team;

• High level of integrity and professionalism, particularly when dealing with sensitive customer data and compliance issues.

🏝️ Benefits

• Health & Wellness Focus;

• Global Medical Coverage;

• Growth Opportunities;

• Benefits Programs (compensation for gym/stomatology/psychological services, etc.);

• Performance-Driven Rewards;

• Dynamic Work Environment.