Operations.

Customer Service Team Leader  - ability to work on a rotating shift pattern Pentasia has been appointed on an exclusive basis to support the recruitment of a new operational team based in Ceuta. The role is permanent and fully remote. This new business operations centre will present the opportunity to join a very well respected company with exciting growth ambitions and be part of a very exciting future. We're looking for a proactive and people-focused Team Leader to support and guide our customer service team. In this pivotal role, you’ll collaborate closely with the Operational Management team to establish and implement efficient workflows, enhance team performance, and serve as a key connection. Your focus will be on leading a high-performing team, solving people-related challenges, and ensuring they deliver consistently outstanding service to our customers. Key Responsibilities Oversee day-to-day team operations, ensuring consistent attendance and managing leave, sickness, and time-off processes Conduct regular performance assessments, including one-to-one reviews, feedback sessions, and quality assurance checks Ensure service-level targets are met for key processes such as identity checks, document verification, and account validations Monitor team activity in real-time using dashboards, adjusting scheduling and workflow based on demand Coordinate team availability, manage holiday planning, and track overtime or attendance discrepancies Lead monthly team calls and contribute to wider business updates through quarterly leadership meetings Collaborate with internal stakeholders to improve processes and performance metrics

Customer Service Advisor – ability to work on a rotating shift pattern Pentasia has been appointed on an exclusive basis to support the recruitment of a new operational team based in Ceuta. This new business operations centre will present the opportunity to join a very well respected company with exciting growth ambitions and be part of a very exciting future. We're looking for dedicated and enthusiastic individuals to join our team as a Customer Service Advisor. The role is permanent and fully remote. In this role, you'll play a key part in shaping the experience our players have with our platform, ensuring each interaction is handled with care and professionalism. You’ll report to the Customer Support Team Lead and serve as a key point of contact for our customers. What You'll Be Doing Interacting with players through phone, email, and live chat channels Delivering a high standard of support and ensuring players feel valued Gaining in-depth knowledge of our products and services Monitoring the support dashboard and responding to changing priorities and workloads Assisting with translation tasks as required Handling ID checks, account verification, and other sensitive player information with high attention to detail What We're Looking For Fluency in Spanish & English and strong communication skills Ability to multitask effectively and manage your workload independently A proactive, self-driven mindset and strong team collaboration skills Clear and confident communicator with a passion for helping others Previous experience in a fast-paced, multitasking customer service environment A strong customer-first attitude and a commitment to resolving issues at first contact Willingness to grow through feedback and further training Comfortable using Microsoft Office tools like Word, Excel, and PowerPoint

Why Join Us? Competitive salary with benefits (25K BRL CLT + 2K BRL benefits, healthcare, and life insurance) High-impact role shaping user acquisition strategy in a growing digital platform Flexible working arrangements with opportunities to collaborate across teams Be part of a dynamic, ambitious team driving growth in Brazil’s digital product space Who Will You Work For? A rapidly growing digital-first company in Brazil, focused on delivering innovative app-based products. Known for its data-driven approach and high-growth culture, the company is expanding its acquisition team to scale user growth efficiently. This is a unique opportunity to join a team at the forefront of digital marketing and user acquisition. Why This Role? As Head of Acquisition, you’ll play a critical role in defining and executing the user acquisition strategy, driving growth through both paid media and affiliate channels. You will lead a talented team, optimize campaigns across multiple channels, and leverage data insights to maximize ROI and LTV. This is a high-visibility role for a strategic, analytical, and hands-on leader eager to make a measurable impact. Key Responsibilities: Lead Growth Strategy: Develop and implement user acquisition plans that drive measurable growth and align with business goals. Team Leadership: Manage a high-performing acquisition team, guiding campaign planning, execution, and optimization. Channel Management: Identify and test new channels, partnerships, and ad formats to diversify acquisition efforts. Affiliate Oversight: Build and optimize affiliate programs to maximize ROI and scale efficiently. Cross-Functional Collaboration: Partner with product, data, and creative teams to improve conversion rates, onboarding, and early retention. Creative & Campaign Optimization: Ensure messaging, creatives, and promotions are effective and aligned with acquisition goals. Performance Monitoring: Track and report key metrics, including CAC, LTV, ROAS, and Payback, using data to inform decisions. Data-Driven Decisions: Analyze campaign performance and audience behaviour to continuously refine strategy and budget allocation. Requirements: Based in Brazil Proven experience leading user acquisition strategies for digital products or app-first businesses Strong understanding of paid media channels including Google Ads, Meta Ads, Programmatic, and ad networks Data-driven mindset with experience monitoring and optimizing metrics like CAC, LTV, ROAS, and Payback Leadership experience, capable of mentoring a team and collaborating across functions Adaptable problem-solver, comfortable in a fast-moving, high-growth environment Experience managing affiliate programs and performance partnerships Nice to Have: Degree in Engineering, Analytics, or related analytical field Experience in startups, scale-ups, or high-growth digital companies Benefits: Competitive CLT salary with additional benefits (healthcare and life insurance) Opportunity to lead and shape the user acquisition strategy for a high-growth digital platform Flexible and collaborative remote-first working environment Direct impact on business growth metrics and strategic decisions Ready to drive user growth for a leading digital platform in Brazil? Apply now and help shape the future of acquisition strategy.