Customer Care Manager
hace 16 horas
JOIN OUR TEAM
BetWarrior is a next-generation digital gaming company with a bold mission: to redefine the way people experience sports betting and casino entertainment across Latin America.
With a dynamic and diverse team, deep market insights, and cutting-edge technology, we're creating an experience that is personalized, responsible, and always player-first.
Great people, bold ideas, and a sharp focus on user experience set us apart
Purpose
We are looking for a Customer Care Manager to lead and scale our regional Customer Care operations. Your mission will be to elevate service quality, operational efficiency, and customer satisfaction, ensuring a world-class customer experience while supporting business growth and scalability.
In this role, you'll
- Coordinate and empower Team Leaders in their daily operations.
- Ensure high service quality standards and achievement of satisfaction and SLA KPIs.
- Identify risks and issues proactively, implementing innovative and effective solutions.
- Lead initiatives to exceed quality, satisfaction, and operational KPIs.
- Design and implement continuous improvement and operational efficiency strategies.
- Detect and resolve operational bottlenecks affecting regional performance.
- Coordinate selection, training, and development processes with the People team.
- Standardize processes and tools in collaboration with the Zendesk Specialist.
- Generate operational and performance reports, providing CX insights to the business.
- Lead complex projects with a strategic, cross-functional vision.
- Act as a liaison between Customer Support and key areas such as Product, Compliance, CRM, and People.
- Design and execute strategic initiatives for Customer Experience improvement.
What we look for in an exceptional candidate
- At least 1 year of experience leading customer service teams (Team Leader, Shift Leader, or similar roles).
- Strong background and understanding of Customer Care operations within the iGaming industry.
- Fluent Portuguese and English, both written and verbal.
- Deep understanding of customer behavior and trends in Latin American markets.
- Proven leadership skills in multicultural and fast-paced environments.
- Strong analytical mindset with the ability to translate data into actionable insights.
- High empathy and people-oriented leadership style.
Bonus points if you also have
- Advanced expertise in Zendesk, AI-driven CX tools, Atlassian, and Microsoft Office 365.
- Strong Workforce Management knowledge.
- Experience leveraging AI to enhance next-generation customer experiences.
- Background in project management and continuous improvement frameworks.
- Experience scaling customer support operations regionally.
We expect every team member to live our values
Accountability & Ownership – Take charge, own your craft
Reliability – Deliver with quality and consistency
Teamwork – Collaborate, challenge, and grow together
Winner Spirit – Compete with purpose and grit
Wellbeing – Build a career that energizes you
Curiosity & Innovation – Keep questioning. Keep improving
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