Customer Support Supervisor

About the Position

We are looking for a Customer Support Supervisor to join Call Power, an international online gaming company offering sports betting and casino services with a significant presence in Latin America. Our 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.

Responsibilities

• Oversee daily support operations, ensuring agent productivity, schedule adherence, and service continuity.
• Monitor agent performance in real time, providing guidance, coaching, and constructive feedback.
• Conduct regular team meetings to share updates, reinforce training, and align on performance goals.
• Step in to manage ticket queues or customer interactions during emergencies or peak workload periods.
• Handle escalated customer complaints and complex or sensitive issues, ensuring timely and effective resolution.
• Review customer interactions (chats, tickets, and calls) to ensure compliance with quality standards, internal policies, and regulatory requirements.
• Track and analyze key performance indicators (KPIs), including response times, resolution times, customer satisfaction, and agent efficiency.
• Lead or actively participate in initiatives and projects aimed at improving support workflows, tools, and overall service quality.
• Manage project timelines, priorities, and deliverables to ensure objectives are met.
• Prepare and present reports on operational performance, project progress, and outcomes to senior management.

Requirements

• Proven experience in a supervisory or leadership role within the iGaming or customer support industry.
• Experience in people management and coaching skills.
• Hands-on experience with customer support platforms, CRM systems, and performance monitoring tools.
• Strong analytical skills with the ability to interpret data and drive strategic, data-informed decisions.
• Solid knowledge of industry regulations, compliance standards, and best practices.

Nice to Have

• Excellent verbal and written communication skills.
• Natural leader with the ability to motivate, guide, and inspire a diverse support team.
• Calm, confident, and solution-oriented when handling high-pressure situations.
• Highly organized with strong time-management and prioritization skills.
• Proactive and hands-on, willing to step in and support the team when needed.
• Strong sense of ownership and accountability for team performance and customer outcomes.
• Fair, objective, and consistent in decision-making and performance evaluation.
• Adaptable and comfortable working in a fast-paced, evolving environment.
• Open to feedback and committed to continuous improvement, both personally and for the team.
• High level of integrity and professionalism, especially when dealing with sensitive customer data and compliance matters.

We Offer

• Opportunity to work with a leading international online gaming company.
• Be part of a team that values meaningful connections and professional growth.
• Competitive benefits 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. We are committed to delivering a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of the different Latin American players.