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Head of Support (LATAM)
iGaming Company
Remote
lead
6 days ago
full-time
closed
- Build and develop support service for LATAM
- Establish CRM processes and player segmentation with CRM and Retention teams
- Be responsible for KPIs: Response Time, Resolution Time, CSAT, FCR, conversion to FTD and retention
- Control the quality of dialogues, evaluate operator performance, organize feedback and training
- Develop scripts, Tone of Voice, knowledge base, and escalation processes
- Analyze reasons for inquiries and relay systemic issues to Product, Payments, and CRM teams
- Engage in complex dialogues and train the team on real cases
- Analyze support effectiveness and prepare regular reports
- At least 2 years of experience in iGaming support, including in a Lead or Head position
- Practical experience with the LATAM market, primarily with Spanish-speaking audiences
- Understand the characteristics of LATAM players and local communications
- Ability to build and scale support teams in Spanish and/or Portuguese
- Manage shifts, operator workload, and SLAs
- Understand Player Journey and ways to increase conversion from registration to FTD
- Knowledge of local payment methods in LATAM and typical issues with deposits, withdrawals, and KYC
- Experience with VIP and High Value Players is a plus
- Salary based on interview results