Customer Support Team Lead (LATAM) (удаленная работа)

Вакансия: Customer Support Team Lead (LATAM)

Описание вакансии

Join a fast-growing international iGaming & Entertainment project and lead the LATAM support team!

We are an international online entertainment platform operating in the iGaming industry , actively expanding in Latin America , with a primary focus on Chile and Argentina .

Due to growth in the number of chats and new market launches, we are looking for a Customer Support Team Lead (Spanish LATAM) to manage, develop, and scale a team of chat support operators.

What You Will Do

• Lead and manage a team of Customer Support Operators (chat support) .
• Organize daily operations: schedules, workload distribution, attendance control.
• Monitor, analyze, and improve KPIs (CSAT, response time, resolution rate, quality).
• Conduct onboarding, training, and continuous coaching of operators.
• Review chats and provide structured feedback and quality control.
• Act as the main escalation point for complex cases (payments, verification, bonuses, technical issues).
• Participate in hiring operators for the LATAM market.
• Collaborate with QA, Payments, Product, and other internal teams.
• Optimize scripts, workflows, and internal support processes.
• Maintain team motivation and a high standard of service quality.

What We Expect

• Spanish (LATAM) fluent written and spoken (mandatory, checked live).
• English or Russian good written and spoken level (for internal communication).
• 2+ year of experience as a Team Lead / Supervisor in customer support, chat support, or call center.
• Strong understanding of support KPIs and quality metrics .
• Experience in iGaming / betting / online entertainment is a strong advantage.
• Confident people-management skills: coaching, feedback, conflict resolution.
• Ability to work evening and night shifts aligned with LATAM time zones .
• High level of responsibility, stress resistance, and autonomy.
• Experience managing remote teams is a plus.

What We Offer

• Fully remote position work from anywhere.
• 5/2 working schedule .
• Evening and night shifts aligned with LATAM time zones .
• Paid onboarding and full support during adaptation.
• Opportunity to build and grow a team in a rapidly expanding LATAM market.
• Professional growth within an international iGaming project.
• Transparent communication and fast decision-making.
• Stable long-term cooperation.