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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