Retail Customer Service Manager
Retail Customer Service Manager
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Job Description
Ready to level up your career
Playtech Managed Services is looking for a passionate and driven Retail Customer Service Manager to join our growing team in So Paulo. If youre ready to take ownership of retail customer service operations and lead a high-performing team this is your chance to make an impact.
Your influential mission. You will...
- Manage a team of Retail Customer Service Agents Team Leads and Shift Managers across retail sportsbook operations.
- Provide coaching performance feedback and career development opportunities to help your team grow.
- Lead recruitment onboarding and promotion processes for customer service roles.
- Monitor daily operations to ensure service levels and KPIs are consistently met across all support channels.
- Collaborate with Product Risk Payments and Compliance teams to resolve escalations and improve service delivery.
- Support the launch of new betting products and technologies across retail locations.
- Analyze customer feedback and betting behavior to identify service gaps and drive improvements.
- Ensure compliance with local and international gambling regulations including Responsible Gambling AML and Data Protection policies.
- Present performance insights and operational updates to senior leadership and corporate clients.
- Act as the key point of contact between internal stakeholders and retail site operators.
Qualifications :
Components for success. You...
- Have at least 1 year of experience in a similar role ideally within a customer service or sportsbook environment.
- Speak advanced English (C1) and native-level Brazilian Portuguese (PT-BR).
- Are tech-savvy with strong computer literacy and proficiency in MS Office tools.
- Understand customer service principles and know how to manage high-volume inquiries with professionalism and empathy.
- Are results-driven organized and a confident communicator with strong presentation skills.
- Thrive in fast-paced environments with excellent multitasking and prioritization abilities.
- Have a passion for sports and betting and a service-oriented mindset.
Youll get extra points for...
- Have experience in sportsbook operations or retail betting environments.
- Are comfortable presenting to stakeholders and clients.
- Enjoy solving problems and improving processes with creativity and resilience.
Additional Information :
Thrive in a culture that values...
- A supportive and collaborative team environment.
- Opportunities for professional growth and development.
- A commitment to innovation and excellence.
- A diverse and inclusive workplace where everyone is welcome.
- Comprehensive benefits and competitive compensation.
HOW TO APPLY
In addition to your CV please add a brief motivation letter covering your goals your current experience in Customer Support Trainer or related fields and/or working in a corporate environment. You can write it in the comment section at the end of the application page (under your message to the hiring manager).
Join our team at Playtechs new Brazilian office of Playtech Managed Services (PTMS) where we work together to support and enhance our live products and services. Be part of a global dynamic and innovative team that values collaboration continuous learning and excellence.
Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
