Customer Support Team Lead (LATAM)
New
G
Giti2cIGaming
Argentina, Bolivia, Brazil, Chile, Colombia, Costa Rica, Cuba, Dominican Republic, Ecuador, El Salvador, Guatemala, Haiti, Honduras, Mexico, Nicaragua, Panama, Paraguay, Peru, Uruguay, VenezuelaFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Native-level Spanish; At least Upper-Intermediate English
- Experience
- 5+ years of experience in Customer Support; 1–2+ years of experience in a Team Lead or Supervisor role
- Required Skills
- JiraSlackCRMCustomer support
Requirements
- 5+ years of experience in Customer Support, with iGaming experience required.
- 1–2+ years of experience in a Team Lead or Supervisor role.
- Strong understanding of local customer communication styles across LATAM.
- Knowledge of online Casino & Sportsbook operations.
- Good understanding of bonus mechanics and wagering requirements.
- Understanding of payment methods across LATAM.
- Strong people management skills.
- Native-level Spanish.
- At least Upper-Intermediate English.
Responsibilities
- Lead, coach, and motivate a team of Customer Support Agents.
- Create team development plans and provide continuous feedback.
- Manage shift schedules, attendance, and workforce planning.
- Assist with recruitment, onboarding, and training of new agents.
- Ensure fast and high-quality support via Live Chat, Email, WhatsApp, and Phone.
- Handle complex customer escalations.
- Monitor individual and team KPIs, including CSAT, FRT, TTR, FCR, AHT, and Agent Productivity.
- Prepare weekly and monthly performance reports.
- Identify opportunities for improvement and implement action plans.
- Work closely with CRM, Retention, and VIP teams to identify churn risks and customer pain points.
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