Customer Support Team Leader

About the Company

Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. They focus on delivering high-quality, personalized gaming experiences through advanced technology and localized services.

Responsibilities

• Lead and oversee Customer Support operations for an assigned region, managing Supervisors and their teams of agents
• Define and execute regional customer support strategies aligned with company objectives and growth targets
• Monitor overall team performance, ensuring productivity, quality, and compliance across chat, tickets, and calls
• Analyze operational data and KPIs to identify trends, risks, and opportunities for improvement
• Provide strategic guidance and coaching to Supervisors
• Collaborate with Product, Payments, Compliance, Risk, and Operations teams to improve customer experience
• Oversee handling of high-level escalations and critical incidents
• Lead regional projects aimed at improving efficiency and operational scalability
• Manage regional planning, capacity forecasting, and resource allocation
• Prepare and present performance reports and strategic recommendations to senior management

Requirements

• Proven experience in a Team Leader, Operations Manager, or Senior Supervisory role within customer support or iGaming
• Demonstrated experience managing Supervisors and multi-level support teams
• Strong understanding of customer support operations, KPIs, and service quality frameworks
• Advanced analytical skills with the ability to interpret data and drive strategic decisions
• Experience working with CRM systems, ticketing platforms, and performance analytics tools
• Knowledge of industry regulations and compliance standards is a strong advantage

Benefits

• Health & Wellness Focus
• Global Medical Coverage
• Growth Opportunities
• Benefits Programs (gym, stomatology, psychological services, etc.)
• Performance-Driven Rewards
• Dynamic Work Environment