Customer Support Team Leader

Our client Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. Strategic focus is to deliver a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of the different Latin American players. Develop and launch own Casino Games, as well as operate own CRM, CS and Back-office platforms.

Perfect for those who aim to:

• Lead and oversee Customer Support operations for an assigned region, managing and supporting Supervisors and their teams of agents;

• Define and execute regional customer support strategies aligned with company objectives, service standards, and growth targets;

• Monitor overall team performance, 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 opportunities for improvement;

• Provide strategic guidance and coaching to Supervisors, supporting their development and leadership effectiveness;

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

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

• Lead regional projects and initiatives aimed at improving efficiency, customer satisfaction, and operational scalability;

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

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

Experience you’ll need to bring:

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

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

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

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

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

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

It's a perfect match if you have those personal features:

• Strategic thinker with a strong business and customer-centric mindset;

• Confident leader capable of influencing and aligning Supervisors and teams toward shared goals;

• Highly analytical, detail-oriented, and comfortable making data-driven decisions;

• Proactive, solution-oriented, and able to anticipate challenges before they arise;

• Calm and resilient under pressure, especially when managing large teams or regional incidents;

• Strong sense of ownership and accountability for regional performance and outcomes;

• Adaptable and comfortable working in a fast-paced, constantly evolving environment;

• Excellent organisational, prioritisation, and time-management skills;

• Collaborative and transparent communication style, fostering trust and engagement across teams.

Our clients offer competitive benefits to support your professional and personal growth, including:

• Health & Wellness Focus;

• Global Medical Coverage;

• Growth Opportunities;

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

• Performance-Driven Rewards;

• Dynamic Work Environment;

Apply, and let your growth journey begin.