Customer Services Manager

Let's start with the role

The CS manager is responsible for maintaining and evolving our outsourced Customer Support operations for the Brazilian market, driving operational excellence and continuous improvement. 

Overseeing multiple BPOs with a defined operational footprint, this professional will engage daily with BPOs internal teams to manage key performance indicators — including CSAT, SLA, FRT, and others — across various timeframes (including intraday).

Another key area for coverage is resource availability, making sure the staffing discussions occur with the necessary cadence  to maintain service levels and stable management of incoming volumes driven by product activity and user engagement.

What You Will Bring

• Min 4 years of experience managing outsourced operations
• Bachelor’s degree
• Fluency in English, both written and spoken
• Experience either in iGaming or technology industry within a B2C environment
• BPO management experience
• Strong proficiency in Google Sheets and Slides, with solid analytical and storytelling skills
• Proven experience in a tech-driven environment.

Responsibilities 

• Analyze daily results and draft action plans jointly with BPOs
• Participate in meetings and follow up on agreed action items to ensure performance targets are achieved
• Conduct financial and staffing reviews to ensure contractual compliance and business continuity
• Drive continuous improvement and maintain high operational performance across BPO operations
• Manage staffing levels and financials of BPO operations 
• Act as the point of contact for operational teams on matters such as security and compliance
• Flexibility for working off business hours as needed; 
• Demonstrate flexibility to work outside regular business hours when needed — particularly during key match days (typically Wednesday, Saturday, and Sunday evenings), supporting on-call or active operations management as required

Nice to have

• Project management
• Direct people management