Customer Support Team Leader (Argentina)
The client, Call Power, is an international online gaming company that offers sports betting and casino services. They have a significant presence in Latin America and focus on delivering a high-quality, personalised gaming experience using advanced technology and localised services.
This role involves leading and overseeing Customer Support operations for an assigned region. The Team Leader will manage and support Supervisors and their teams of agents. They will define and execute regional customer support strategies aligned with company objectives, service standards, and growth targets. The position requires monitoring overall team performance to ensure productivity, quality, and compliance across all support channels, including chat, tickets, and calls.
Analysis of operational data and key performance indicators (KPIs) is crucial for identifying trends, risks, and opportunities for improvement. The Team Leader will provide strategic guidance and coaching to Supervisors, supporting their development and leadership effectiveness. Collaboration with cross-functional stakeholders such as Product, Payments, Compliance, Risk, and Operations is essential to enhance customer experience and issue resolution. The role also includes overseeing the handling of high-level escalations and critical incidents, ensuring timely and appropriate resolutions. Furthermore, the Team Leader will lead regional projects and initiatives aimed at improving efficiency, customer satisfaction, and operational scalability, as well as managing regional planning, capacity forecasting, and resource allocation. Preparing and presenting performance reports, insights, and strategic recommendations to senior management is also a key responsibility.
- Lead and oversee Customer Support operations for an assigned region, managing and supporting Supervisors and their teams of agents.
- Define and execute regional customer support strategies aligned with company objectives, service standards, and growth targets.
- Monitor overall team performance, ensuring productivity, quality, and compliance across all support channels (chat, tickets, calls).
- Analyze operational data and key performance indicators (KPIs) to identify trends, risks, and opportunities for improvement.
- Provide strategic guidance and coaching to Supervisors, supporting their development and leadership effectiveness.
- Collaborate closely with cross-functional stakeholders (Product, Payments, Compliance, Risk, and Operations) to improve customer experience and issue resolution.
- Oversee handling of high-level escalations and critical incidents, ensuring timely and appropriate resolutions.
- Lead regional projects and initiatives aimed at improving efficiency, customer satisfaction, and operational scalability.
- Manage regional planning, capacity forecasting, and resource allocation.
- Prepare and present performance reports, insights, and strategic recommendations to senior management.
- Proven experience in a Team Leader, Operations Manager, or Senior Supervisory role within customer support or iGaming environments (required).
- Demonstrated experience managing Supervisors and multi-level support teams (required).
- Strong understanding of customer support operations, KPIs, and service quality frameworks (required).
- Advanced analytical skills with the ability to interpret data, identify patterns, and drive strategic decisions (required).
- Experience working with CRM systems, ticketing platforms, and performance analytics tools (required).
- Knowledge of industry regulations, compliance standards, and best practices (nice-to-have).
- Health & Wellness Focus
- Global Medical Coverage
- Growth Opportunities
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
- Performance-Driven Rewards
- Dynamic Work Environment
Growe is a business advisory and services group operating in the iGaming and entertainment industries. Headquartered in Warsaw, it combines strategic vision with hands-on expertise to help businesses navigate the sector, enter new markets and achieve sustainable growth. Its capabilities span business and brand strategy, market research, marketing solutions, IT customisation, organisational structuring and talent management. The company focuses on launching new iGaming brands worldwide and turning challenges into competitive advantages for its clients.