Customer Support Manager — São Paulo, Brazil

We are hiring a Customer Support Manager to join a fast-growing international iGaming company expanding its operations in Brazil.

This role will lead and oversee the Customer Support function, ensuring an excellent customer experience while driving team performance, operational efficiency, and continuous improvement across the support operation.

Key Responsibilities

• Manage the day-to-day Customer Support operation.

• Lead, coach, and develop frontline Customer Support teams.

• Oversee customer escalations involving payments, account issues, KYC verification, bonuses, and platform-related concerns.

• Monitor team KPIs, service quality, productivity, response times, and overall operational performance.

• Establish and maintain high standards for customer service and support quality.

• Develop and continuously improve Customer Support processes, SOPs, workflows, and operational procedures.

• Identify opportunities to improve efficiency, customer satisfaction, and team performance.

• Work closely with Product, CRM, Payments, Compliance, and Tech teams to resolve customer issues and improve the overall customer journey.

• Support workforce planning, team structure, and operational scaling as the business grows.

• Provide regular performance updates and operational insights to senior leadership.

Requirements

• 5+ years of experience in Customer Support, Customer Operations, or a related area.

• At least 2 years of people management experience.

• Strong experience managing customer-facing teams and high-volume support operations.

• Experience handling complex customer escalations and operational issues.

• Strong understanding of Customer Support KPIs, SLAs, productivity, and service quality.

• Strong analytical, organizational, and problem-solving skills.

• Experience working in fast-paced and rapidly growing environments.

• Professional English communication skills.

Nice to Have

• Experience within iGaming, sportsbook, casino, fintech, e-commerce, or digital platforms.

• Experience with CRM, ticketing, and Customer Support management systems.

• Experience building, restructuring, or scaling Customer Support teams.

• Experience working in international or multicultural environments.

• Familiarity with customer experience and service improvement initiatives.

What We're Looking For

• A hands-on and people-focused leader who can balance customer experience with operational performance.

• A strong executor who is comfortable working in a fast-paced environment.

• Someone who is calm under pressure and confident handling complex customer situations.

• A data-driven and proactive manager with strong attention to detail.

• An excellent communicator who can collaborate effectively with both local teams and international stakeholders.

The Opportunity

This is an excellent opportunity to join an international company during a key growth phase and play an important role in building, managing, and scaling the Customer Support operation in Brazil.