Customer Service Representative Manager.

Job Overview:

We are seeking a skilled leader to manage our Customer Service operations in São Paulo. This role will focus on guiding our support team leaders to deliver outstanding service, with a strong emphasis on performance improvement, customer satisfaction, and operational efficiency. The ideal candidate will be adept at managing team dynamics and driving continuous enhancements aligned with company goals.

Key Duties and Responsibilities:

• Lead and inspire the Customer Support leadership team, fostering a collaborative and results-oriented work environment.
• Support team leaders in implementing service standards and best practices to ensure exceptional customer support.
• Monitor and assess team performance, setting and adjusting targets to consistently meet and exceed departmental goals.
• Identify opportunities to improve service quality and streamline operations, enhancing overall efficiency.
• Ensure a high level of customer satisfaction by facilitating prompt and effective solutions to customer inquiries and concerns.
• Collect and analyze customer feedback to refine the support process and enhance the overall customer experience.
• Play a role in the strategic development of the customer service department.
• Partner with other teams across the organization to ensure cohesive service delivery and a seamless customer journey.

Qualifications and Requirements:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 3 years in customer service management, including at least 1 year in a leadership position.
• Strong analytical and organizational skills, with a demonstrated focus on service quality and customer satisfaction.
• Proficiency in Portuguese, with fluency in English.
• Excellent communication skills and demonstrated leadership capabilities.
• Knowledge of the Brazilian customer market and understanding of the gambling industry is an advantage.

This role is perfect for someone with a strong customer focus, a drive for continuous improvement, and a strategic mindset.