Support Team Lead (LATAM)
FireMinds Tech
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Lead, mentor, and support a team of Customer Support Agents
- Monitor team performance and ensure achievement of operational KPIs
- Conduct regular quality assurance reviews and provide structured feedback
- Analyze support metrics and identify trends, risks, and improvement opportunities
- Handle escalated customer cases and complex operational issues
Що очікуємо
- 2+ years of leadership experience within Customer Support
- Previous iGaming experience is mandatory
- Native or fluent Spanish
- Intermediate English or higher
- Strong analytical and problem-solving skills
Що пропонуємо
- Experience supporting LATAM markets
- Experience working with Zendesk, Intercom, LiveChat, Freshdesk, or similar platforms
- Experience with reporting tools and dashboards
- Knowledge of payment flows and responsible gaming procedures
- Experience building support documentation and knowledge bases
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