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.
