Customer Support Supervisor
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:
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 analyse 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.
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.
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 organised with strong time-management and prioritisation 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.
- 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 analyse 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.
- 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.
- 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 organised with strong time-management and prioritisation 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.
- Health & Wellness Focus;
- Global Medical Coverage;
- Growth Opportunities;
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
- Performance-Driven Rewards;
- Dynamic Work Environment.
Growe is a leading business advisory and services group in iGaming and Entertainment. We are creators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, we help businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth. Our expertise spans across key areas: from business and brand strategy development to market research, marketing solutions, IT customization, organizational structuring, and talent management. We partner with our clients to turn challenges into competitive advantages, ensuring successful market entries and long-term global expansion. We Are Opportunities Unlockers. Our approach is rooted in identifying potential and unlocking opportunities — whether it’s launching new iGaming brands worldwide or giving our team players a once-in-a-lifetime chance to thrive. Grow. Win. Repeat.