Customer Support Team Leader Brazil

We are SkillOnNet, we are leading the igaming entertainment by providing our customers with the most entertaining and trustworthy experience possible, while also reinventing the gambling industry.
We are home to more than 30 well-known brands, including PlayOJO, DruckGluck, BacanaPlay, Genting, and many more.
We are committed to long-term development and sustainability, and we are trying to revolutionise our industry for the benefit of our players, ourselves, and the entertainment industry as a whole.

We are seeking to recruit a Customer Support Team Leader who can set up, manage and lead a team, with a focus on growing the service and operations functions of the company.
You will be responsible to oversee the daily operation tasks including but not limited to first and second line of support via Live Chat, Emails and Phone while maintaining high SLA to ensure performance KPI are met, conducting customers KYC verifications and overall Risk/Compliance assessment monitoring to adhere with the company policies and protocols.The Operation center is based in São Paulo, Brazil and it requires the potential Team Lead to reside in São Paulo.Your Responsibilities
Develop, supervise and maintain a high-performance Operation centre, including recruitment, training and establish exceptional workflow processes
Effectively manage team performance and workload related to Customer Support and Risk/Compliance responsibilities as:

Troubleshooting, assisting and handling customer enquiries whether related to product information, complaints or general information requests in a timely manner
Ensuring customers enquiries are handled in accordance with the company high service standards
Conduct KYC verifications and daily risk processes to identify, manage and report suspicious/fraudulent activity
Ensure the staff is up-to-date with the company policies, procedures and regulatory license requirements
Monitor the Operation functional KPIs, analyze daily the service delivered to customers and provide periodic reporting to the respective higher management stakeholders
Collaborate and work closely with other Internal Departments within the organizationWhat we are looking for:

Minimum 3-5 years of Customer Service Management experience in eCommerce / iGaming sectors.
High advantage for iGaming Experience
Understanding of customer relationship management theory and practice
Excellent communication skills, written and verbal English, highly organised and methodical, with excellent attention to details
Excellent organizational, management and individual productivity skills
Ability to function as a self-starter with an emphasis on getting things done
Must be able to work under pressure in fast paced environment
Ability to problem solve and adapt to changing business requirements
Experience in recruitment and training
Strong interpersonal skills with the ability to build relationships across
Departments and remote offices
Devoted person that inspires to excel and achieve all goals and objectives
Extensive knowledge of MS Office tools and past experience with various CRM ToolsWhat's in it for YOU?
Excellent work environment
Attractive salary package
Annual incentive Bonus
Monetary vouchers on Birthdays and other special occasions
Fully equipped kitchen and in-house entertaining space
Options to enroll in Company's medical insurance plan
Exciting company activities including monthly lunches, monthly corporate gatherings, competitions, daily snacks and many other activities.
Casual Dress Code
A chance to advance professionally inside one of the world's largest iGaming organisations.What it's like to work at SkillOnNet!
SkillOnNet is a firm believer in putting people first and our 'family oriented' multinational culture is what drives us.
We care and focus on our staff and ensure that you are provided with the most relevant and valuable tools, privileges and amenities.