[Hiring] Customer Support Team Lead @Giti2c

Role Description

Build and lead a customer support team for an iGaming brand across LATAM (Argentina, Colombia, Chile, Peru, Mexico). Build a call centre to perform retention, promo, survey, and VIP calls. Create and optimise team workflows and KPIs, using necessary tools, such as a live chat admin panel, Jira, Slack, etc.

Qualifications

• 5+ years of experience in Customer Support, with iGaming experience required
• 1–2+ years of experience in a Team Lead or Supervisor role
• Experience launching support operations in new LATAM markets would be a strong plus
• 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
• Portuguese would be a plus

Requirements

• 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 (Customer Satisfaction)
  • First Response Time (FRT)
  • Resolution Time (TTR)
  • First Contact Resolution (FCR)
  • Average Handling Time (AHT)
  • Agent Productivity
• Prepare weekly and monthly performance reports
• Identify opportunities for improvement and implement action plans
• Work closely with CRM, Retention, and VIP teams
• Identify churn risks and customer pain points

Benefits

• Our positive workplace atmosphere creates a culture of collaboration and support
• We offer competitive compensation and regular career development reviews
• Flexible working hours and remote options
• Generous vacation and sick leave policy
• Financial assistance for professional development
• Educational Allowances for expanding knowledge and experience
• Monthly allowance for personal activities
• Comprehensive health insurance plans
• Referral program rewards for bringing top talent
• Engaging team-building activities and corporate parties

Company Description

As an international team, we are motivated by the freedom to do our best work. Our employees are autonomous and responsible for their projects, taking the initiative when necessary, not giving up on their opinions, and speaking freely. We invest in the potential of each person, confident that together, our skills will shape the company’s future success.