Customer Support Team Lead (Portuguese speaking)

Join the excitement with Neo Group, recruiting on behalf of our valued partner! This is your chance to shake things up in the iGaming scene. Our partner isn’t just expanding; they’re revolutionizing the entire game, mastering profitability with every new venture. But what truly drives this transformation? It's talented individuals like you. Be part of this journey as we work together to redefine gaming on a global scale.

We're on the lookout for a vibrant and enthusiastic Portuguese Speaking Customer Support Lead on behalf of our partners. If you're passionate about customer service, fluent in English, and ready to make a significant impact, this is the perfect role for you!

Main task is to manage Portuguese-speaking team members and control & improve the quality of conversations with the customers via the mail channels (chat + email + call)

Your Role:

🌟 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.