Customer Support Team Lead, LATAM

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Birdie HR

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

🛡️ Insurance

💼 Consulting

⚖️ Legal

Insurance • Consulting • Legal

Birdie HR is a dedicated Employer of Record that streamlines the back office operations for recreation businesses. By handling payroll administration, benefits administration, insurance coverage, compliance, and HR technology support, Birdie HR alleviates the administrative burden, allowing businesses to focus on growth. With quick onboarding and comprehensive support services, Birdie HR ensures teams are paid and protected while adhering to all legal requirements.

📋 Description

• Build and lead a customer support team for an iGaming brand across LATAM • Build a call centre for retention, promo, survey, and VIP calls • Create and optimise team workflows and KPIs • Lead, coach, and motivate 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, FRT, TTR, FCR, AHT, and 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

🎯 Requirements

• 5+ years of experience in Customer Support, with iGaming experience required • 1–2+ years of experience in a Team Lead or Supervisor role • Experience launching support operations in new LATAM markets would be a strong plus • 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 • Portuguese would be a plus • Experience with live chat admin panels, Jira, Slack, and related support tools

🏖️ Benefits

• Competitive compensation • 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