Customer Support Team Leader

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

📋 Description

• Lead and manage Customer Support operations for a designated region, providing guidance and support to Supervisors and their teams of agents;

• Develop and implement regional customer support strategies that align with company goals, service standards, and growth objectives;

• Monitor the performance of the team overall, ensuring productivity, quality, and compliance across all support channels (chat, tickets, calls);

• Analyze operational data and key performance indicators (KPIs) to identify trends, risks, and areas for enhancement;

• Offer strategic guidance and coaching to Supervisors, aiding in their development and leadership effectiveness;

• Collaborate closely with cross-functional stakeholders (Product, Payments, Compliance, Risk, and Operations) to enhance customer experience and issue resolution;

• Oversee the management of high-level escalations and critical incidents, ensuring timely and appropriate resolutions;

• Lead regional projects and initiatives focused on improving efficiency, customer satisfaction, and operational scalability;

• Manage regional planning, capacity forecasting, and resource allocation;

• Prepare and deliver performance reports, insights, and strategic recommendations to senior management.

⛳️ Requirements

• Proven experience in a Team Leader, Operations Manager, or Senior Supervisory role within customer support or iGaming sectors;

• Demonstrated experience in managing Supervisors and multi-level support teams;

• Strong understanding of customer support operations, KPIs, and service quality frameworks;

• Advanced analytical skills with the capability to interpret data, identify trends, and drive strategic decisions;

• Experience with CRM systems, ticketing platforms, and performance analytics tools;

• Knowledge of industry regulations, compliance standards, and best practices is a significant advantage.

🏝️ Benefits

• Health & Wellness Focus

• Global Medical Coverage

• Growth Opportunities

• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)

• Performance-Driven Rewards

• Dynamic Work Environment