Customer Support Team Lead, LATAM

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

📋 Description

• Lead and develop a customer support team for an iGaming brand across the LATAM region.

• Establish a call center focused on retention, promotions, surveys, and VIP communications.

• Design and enhance team workflows and key performance indicators (KPIs).

• Inspire, coach, and guide Customer Support Agents.

• Develop team growth plans and provide ongoing feedback.

• Oversee shift scheduling, attendance management, and workforce planning.

• Support the recruitment, onboarding, and training processes for new agents.

• Ensure rapid and high-quality support through Live Chat, Email, WhatsApp, and Phone.

• Address complex customer escalations.

• Track both individual and team KPIs, including CSAT, FRT, TTR, FCR, AHT, and Agent Productivity.

• Compile weekly and monthly performance reports.

• Recognize improvement opportunities and execute action plans.

• Collaborate closely with CRM, Retention, and VIP teams.

• Identify churn risks and customer pain points.

⛳️ Requirements

• Over 5 years of experience in Customer Support, with a requirement for iGaming experience.

• 1-2+ years in a Team Lead or Supervisor position.

• Experience in launching support operations in new LATAM markets is highly desirable.

• Strong grasp of local communication styles among customers across LATAM.

• Familiarity with online Casino & Sportsbook operations.

• Good knowledge of bonus mechanics and wagering requirements.

• Understanding of payment methods prevalent in LATAM.

• Excellent people management abilities.

• Native-level proficiency in Spanish.

• At least Upper-Intermediate proficiency in English.

• Proficiency in Portuguese is an advantage.

• Experience with live chat administration panels, Jira, Slack, and other related support tools.

🏝️ Benefits

• Competitive salary package.

• Regular opportunities for career development reviews.

• Flexible working hours.

• Options for remote work.

• Generous policies for vacation and sick leave.

• Financial support for professional development.

• Educational allowances.

• Monthly allowance for personal activities.

• Comprehensive health insurance options.

• Referral program.

• Team-building events and corporate celebrations.