Customer Success Team Lead

Growe TalentsRemote · Posted 1 month ago

Full-timeRemoteEst. 80,000 EUR

Apply now

Description

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 optimise 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.

Experience you’ll need to bring:

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).

It's a perfect match if you have those personal features:

Strategic thinker with a strong business and customer-centric mindset;
Confident leader capable of influencing and aligning Supervisors and teams toward shared goals;
Highly analytical, detail-oriented, and comfortable making data-driven decisions;
Proactive, solution-oriented, and able to anticipate challenges before they arise;
Calm and resilient under pressure, especially when managing large teams or regional incidents;
Strong sense of ownership and accountability for regional performance and outcomes;
Adaptable and comfortable working in a fast-paced, constantly evolving environment;
Excellent organisational, prioritisation, and time-management skills;
Collaborative and transparent communication style, fostering trust and engagement across teams;
Committed to continuous improvement, innovation, and people development.

Apply, and let your growth journey begin.

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