Kaizen Gaming Careers - Backoffice Supervisor

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 Supervisor to join our fast-paced and dynamic Gametech company. This role is essential for maintaining and improving our post-customer service operations, ensuring smooth communication between internal teams and external partners.

The ideal candidate will have strong experience with customer service tools, digitalization processes, and BPO management. The position requires working from 2:00 PM to 11:00 PM (GMT-3), providing support during peak hours and maintaining close alignment with operational performance.

⚽ A passion for football is a strong plus!

What You’ll Bring:

Experience: Minimum of 3–5 years in customer service or backoffice roles, with at least 1–2 years in a leadership/coordinator position.
Academic Background: Degree in Business Administration, Communications, or related fields preferred.
People Management: Previous experience managing small to mid-sized teams, including performance management and coaching.
English Level: Advanced to fluent English, both spoken and written, is mandatory.
Industry Experience: Experience in the betting, tech, gaming, or e-commerce sectors is highly desirable.

Responsibilities:

Oversee daily backoffice operations and performance metrics.
Manage escalations and support complex cases from customer-facing teams.
Ensure alignment with BPO partners and follow up on SLA compliance.
Work closely with Quality, Product, and Tech teams to improve workflows.
Analyze data and create performance reports.
Lead calibration and alignment meetings with internal and external stakeholders.
Support the implementation of digital tools and process automation.

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 Supervisor

Customer Operations

São Paulo, Brazil