Customer Support Team Lead, Portuguese Speaking
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Job Description
Customer Support Team Lead at Neo Group's partner managing Portuguese-speaking representatives. Handling inquiries and improving customer service processes in a vibrant iGaming environment.
Responsibilities:
- Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture.
- Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
- Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution.
- Identify trends and areas for improvement in customer service processes.
- Collaborate with other departments to ensure a seamless customer experience.
- Assist in the development and implementation of customer support strategies.
Requirements:
- Proven experience in Customer Support, Service, or Call Center environments.
- Solid grasp of essential customer support metrics such as CSAT, SLA, FRT + NRT, HT, and NPS.
- Proficient with tools like Intercom, Slack, and Google Workspace.
- Outstanding written and verbal communication skills in English and Portuguese.
- Comprehensive understanding of customer service operations, including ticketing systems, live chat, email, and phone support.
- Analytical approach with the capability to analyze customer service performance metrics and drive enhancements.
- Strong problem-solving abilities, with a knack for managing escalations in a professional manner.
- Exceptional communication and interpersonal skills, fluent in English and Portuguese (knowing additional languages is a bonus).
- **Preferred Qualifications (not mandatory):**
- Experience collaborating with global teams across various time zones.
Benefits:
- Remote work opportunity.
- Flexible working schedule.
- Salary and bonuses based on your performance.
- Learning opportunities.
- Career growth prospects.
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