#vacancy #Team Lead Support Position: Team Lead Support (iGaming / LatAm & Asia) Employment: Full-time, remote

Responsibilities:

— Managing a team of support agents (15+ people) for LatAm and Asia geo. — Onboarding and training new agents on product specifics and communication scripts. — Compiling and optimizing shift schedules considering time zone differences (GMT-3, GMT-5, GMT+7, etc.). — Monitoring incidents and escalating complex issues (financial transactions, bonus disputes, verification). — Guiding and controlling correct user interaction: adherence to scripts, communication tone, compliance with Responsible Gaming (RG) regulations and anti-fraud policy. — Analyzing tickets and chats to identify systemic errors. — Configuring macros, triggers, and quick reply scripts. — Interacting with CRM systems to check user history.

Requirements:

— Relevant experience in iGaming for 2+ years — Understanding of product specifics, knowledge of terms KYC, AML, RTP, Wagering Requirements. — Management experience: 2+ years in a Team Lead or Senior Supervisor position in support. — Experience working with LatAm (Spanish/Portuguese language — understanding the mentality) and Asian audiences. — Proficient in Help Desk systems, Google Sheets / Excel (pivot tables, charts for scheduling). — Schedule: Willingness to work flexibly, overlapping with teams in different time zones. — English (Upper-Intermediate) — working language for internal communication. Knowledge of Spanish/Portuguese will be an advantage. — Experience implementing AI chatbots for the first line of support.

We offer:

— Competitive salary — Paid vacation — Work from anywhere in the world — Work in an international team without bureaucracy.

📝Send your resume here: @alis7hr