Note: The job is a remote job and is open to candidates in USA. Giti//c is an international company with a collaborative and autonomous corporate culture. The company is seeking a Customer Support Team Lead to build and manage a customer support team for an iGaming brand across LATAM, establish call center operations, optimize workflows and KPIs, and oversee high-quality customer support and team performance.
Responsibilities
- Lead, coach, and motivate a team of Customer Support Agents
- Create team development plans and provide continuous feedback
- Manage shift schedules, attendance, and workforce planning
- Assist with recruitment, onboarding, and training of new agents
- Ensure fast and high-quality support via Live Chat, Email, WhatsApp, and Phone
- Handle complex customer escalations
- Monitor individual and team KPIs, including: CSAT (Customer Satisfaction), First Response Time (FRT), Resolution Time (TTR), First Contact Resolution (FCR), Average Handling Time (AHT), Agent Productivity
- Prepare weekly and monthly performance reports
- Identify opportunities for improvement and implement action plans
- Work closely with CRM, Retention, and VIP teams
- Identify churn risks and customer pain points
Skills
- 5+ years of experience in Customer Support, with iGaming experience required
- 1–2+ years of experience in a Team Lead or Supervisor role
- Strong understanding of local customer communication styles across LATAM
- Knowledge of online Casino & Sportsbook operations
- Good understanding of bonus mechanics and wagering requirements
- Understanding of payment methods across LATAM
- Strong people management skills
- Native-level Spanish
- At least Upper-Intermediate English
- Experience launching support operations in new LATAM markets would be a strong plus
- Portuguese would be a plus
Benefits
- Regular career development reviews
- Flexible working hours
- Remote work options
- Generous vacation and sick leave policy
- Financial assistance for professional development
- Educational Allowances
- Monthly allowance for personal activities
- Comprehensive health insurance plans
- Referral program
- Team-building activities and corporate parties
Company Overview