Customer Support Team Leader - Portuguese Speaking

Our client is an exciting start up in the iGaming space, founded by well renowned industry veterans. Headquartered in Lisbon, Portugal they have a heavy focus on Latin American markets. They are committed to enhancing the safety and security of their environment, particularly concerning payment systems and processing speed. Moreover, they are committed to ensuring players’ satisfaction by enhancing their daily experience and surpassing their expectations.
Joining forces with our client will grant you access to a startup-spirited environment where you'll find a welcoming team, visionary leadership, a positive workplace culture, and exciting challenges tailored to fuel your professional advancement.

We are looking for an outgoing and highly motivated Customer Support Team Leader (Portuguese speaking). The CS Team Leader oversees a team of CS Agents and plays a crucial role in enhancing the customer experience. Main responsibilities will include:

•    Process the quality assessment of CS agents and maintain the KPI’s at the highest level.
•    Supervise and lead a team of Customer Support Agents, providing guidance, coaching, and mentoring to ensure optimal performance.
•    Handle escalated customer issues and provide support in resolving complex inquiries or complaints.
•    Develop and implement training programs to enhance the team's skills and knowledge in customer service techniques, product knowledge, and company policies.
•    Foster a positive and collaborative team culture, promoting teamwork, motivation and employee engagement.
•    Collaborate with other departments, such as Technical Support, Marketing, Product Development, etc.to address customer needs and improve overall customer satisfaction.

Candidate requirements:

•    Excellent communication skills in Portuguese (writing and speaking - native level).
•    Good command of English is required (C1 level).
•    At least 1 year of Management/Leadership experience in customer support is required
•    At least 1 year within the iGaming industry within the Brazilian market is a must
•    Highly motivated team player.
•    Good time management is required.
•    Able to work in a high-volume work environment.
•    Self-motivated with a positive attitude and good problem solving skills.
•    Proactivity is highly recommended.