Support Manager
About Us
This is a confidential recruitment process. We are a fast-growing technology platform, and further details regarding our market segment and company name will be fully disclosed during the first interview stage.
What We Offer
Fixed monthly fee (Contractor/PJ) to be negotiated
100% Remote work
Pleasant and collaborative work environment
Significant growth opportunities
Position Title Support Manager
Objective
To lead a 24/7 omnichannel support operation, ensuring excellence in Service Level Agreements (SLAs), regulatory compliance, and the development of a high-performance team dedicated to user satisfaction and operational efficiency.
Responsibilities
Lead, recruit, onboard, and develop the customer support team, including Tier 1, Tier 2, and VIP Support;
Define and monitor strategic KPIs: CSAT, NPS, AHT (Average Handle Time), FCR (First Contact Resolution), and SLA compliance;
Architect and optimize support processes: escalation workflows, scripts, SOPs (Standard Operating Procedures), and internal knowledge bases;
Ensure high-quality service across all touchpoints: Chat, Email, WhatsApp, and Brazilian regulatory channels (Reclame Aqui, Procon, Consumidor.gov);
Perform root cause analysis on recurring issues, collaborating with Tech, Operations, and Finance teams for structural resolutions;
Implement and manage helpdesk ecosystem tools (Zendesk, Freshdesk, Intercom) and CRM integration;
Develop training modules and playbooks covering business rules, payment flows, and Responsible Gaming protocols.
Requirements
Mandatory
4+ years of experience in Customer Support, with at least 2 years in a leadership/management role;
Proven experience within the iGaming or Betting industry;
Proficiency in helpdesk software (Zendesk, Freshdesk, Intercom, or similar);
Data-driven mindset with the ability to leverage metrics for decision-making and reporting;
Candidates must possess all necessary hardware (computer, headset, and stable internet) for remote work, as the company does not provide equipment at this time.
Desirable
Experience with support automation and chatbot implementation for ticket deflection;
Familiarity with Brazilian consumer protection workflows (Reclame Aqui, Procon);
Knowledge of Responsible Gaming regulations (self-exclusion, deposit limits).
Behavioral
Empathetic leadership with the ability to motivate teams in high-pressure, 24/7 environments;
Results-oriented, dynamic profile with a focus on continuous improvement;
Excellent verbal and written communication skills.
Process Steps
Application;
Screening;
HR Interview;
Hiring Manager Interview;
Offer;
Contract Signing.
PLEASE NOTE THAT WE WILL ONLY CONSIDER AND ADVANCE WITH PROFESSIONALS WHO MEET ALL THE BASIC REQUIREMENTS FOR THIS POSITION.
If you are a results-driven leader ready for a bold challenge, apply now and help us redefine our user experience! Know someone who fits the bill? Feel free to share this opportunity!
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