Kaizen Gaming Careers - Backoffice Team Lead

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets.We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

About the role

We are looking for a Backoffice Team Lead to join our fast-paced and dynamic iGaming operations team. Reporting directly to the Backoffice Operations Supervisor, the Team Lead will be responsible for supervising a team of 15 to 20 Backoffice Agents, ensuring service quality, productivity, and compliance with internal processes and industry standards. This individual will play a key role in team performance, workflow optimization, and cross-functional collaboration with stakeholders such as Fraud, Risk, Payments, and Customer Support.

What you will bring

Non-negotiable skills:

Experience: 2-3 years in a similar role, ideally within Customer Service roles in BPOs, fintechs, or tech startup industries.Minimum 1 year of team lead or supervisor experience.
People Management: Proven experience leading teams of 10+ people, including performance management, coaching, and development.
Academic Background: Bachelor's degree in Business Administration, Operations Management, or a related field (preferred but not mandatory).
English Proficiency: Advanced or fluent English is required for communication with international teams and documentation (written and spoken).
Industry Experience: Experience in high volume of incoming contacts, process improvement
Backoffice Knowledge: Strong knowledge of backoffice operations in iGaming or tech.
Data Skills: Advanced Excel/Google Sheets skills and ability to work with data.
Soft Skills: Excellent communication and conflict resolution skills.

You will have advantage if you have:

Experience with tools like Zendesk, Salesforce, Jira.
Understanding of iGaming regulatory frameworks (e.g. KYC, AML).
Project management or Lean/Six Sigma knowledge.
Multilingual skills.

Responsibilities

Conduct daily check-in with agents and coordinator to align on priorities.
Review performance dashboards and daily reports.
Address operational blockers or escalate critical issues.
Conduct 1:1s, coach team members, and manage time-off schedules.
Coordinate with Compliance, Risk, and CS teams on process alignment.
Participate in workflow improvement initiatives or product feedback loops.
Perform end-of-day performance review and reporting to coordinator.

Key Areas of Ownership:

Team Performance Management: Ensure agent productivity, adherence to SLAs, and high-quality service delivery.
Operational Oversight: Monitor workflows, identify inefficiencies, and implement process improvements.
Stakeholder Coordination: Serve as the main liaison between backoffice agents and cross-functional teams.

Kaizen Gaming Perks

🕑 Hybrid way of working
🏃 A buddy will support you with your onboarding
💸 Competitive pay and bonus scheme
👩‍⚕️ Private health insurance for you and your family
💰 Monthly meal allowance
⭐Developmental 360° feedback framework
📚 Unlimited access to Udemy & continuous training

#LI-Hybrid

#LI-NK1

Backoffice Team Lead

Customer Operations

São Paulo, Brazil