Customer Success Team Lead

About the Position

Customer Success Team Lead

Our client Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. Strategic focus is to deliver a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of the different Latin American players. Develop and launch own Casino Games, as well as operate own CRM, CS and Back-office platforms.

Perfect for those who aim to:

• Lead and develop a team of specialists/analysts working on customer service processes and quality;
• Manage multiple projects simultaneously, from concept through implementation;
• Design new customer service processes and optimize existing ones;
• Document business processes using BPMN notation (as-is / to-be diagrams);
• Understanding of contact centre operations (SLA, FR, CT), line workload, staffing, and daily operational specifics;
• Oversee and contribute to quality control: analyse quality metrics, identify bottlenecks, propose and implement improvements;
• Define requirements for changes to scripts, guidelines, and operator instructions;
• Set goals, priorities, and development plans for the team;
• Coordinate changes with related departments (IT, training, HR, product);
• Prepare project status reports and presentations for senior management;
• Act as a point of escalation for complex process or quality issues.

Responsibilities

• Lead and develop a team of specialists/analysts working on customer service processes and quality;
• Manage multiple projects simultaneously, from concept through implementation;
• Design new customer service processes and optimize existing ones;
• Document business processes using BPMN notation (as-is / to-be diagrams);
• Understand contact centre operations (SLA, FR, CT), line workload, staffing, and daily operational specifics;
• Oversee and contribute to quality control: analyse quality metrics, identify bottlenecks, propose and implement improvements;
• Define requirements for changes to scripts, guidelines, and operator instructions;
• Set goals, priorities, and development plans for the team;
• Coordinate changes with related departments (IT, training, HR, product);
• Prepare project status reports and presentations for senior management;
• Act as a point of escalation for complex process or quality issues.

Requirements

• Proven experience in a Team Leader or Operations Manager role within customer support or iGaming environments;
• Demonstrated experience managing Supervisors and multi-level support teams;
• Strong understanding of customer support operations, KPIs, and service quality frameworks;
• Advanced analytical skills with the ability to interpret data, identify patterns, and drive strategic decisions;
• Experience working with CRM systems, ticketing platforms, and performance analytics tools;
• Knowledge of industry regulations, compliance standards, and best practices - will be a plus;
• Proven experience documenting business processes in BPMN notation (Bizagi, Camunda Modeler, Visio, draw.io, or similar);
• Experience working with quality control systems (speech analytics, evaluation checklists, call/interaction scoring);
• Strong data analysis skills (Excel/Google Sheets; BI tools - will be a plus).

Nice to Have

• Experience with CRM systems;
• Experience with performance analytics tools;
• Knowledge of industry regulations and compliance standards;
• Experience with BPMN notation;
• Experience with quality control systems;
• Experience with BI tools.

We Offer

• Opportunity to work with an international online gaming company;
• Be part of a team focused on delivering high-quality, personalized gaming experiences;
• Chance to develop and launch own Casino Games and operate own CRM, CS, and Back-office platforms;
• Competitive compensation package.

About the Company

Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. Strategic focus is to deliver a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of the different Latin American players.