Retail Customer Service Manager
On-siteSão Paulo, São Paulo, Brazil
Job Summary
Manage a team of Retail Customer Service Agents, Team Leads, and Shift Managers across retail sportsbook operations, providing coaching, performance feedback, and career development opportunities. Lead recruitment, onboarding, and promotion processes while monitoring daily operations to ensure service levels and KPIs are consistently met. Collaborate with Product, Risk, Payments, and Compliance teams to resolve escalations, support the launch of new betting products, and analyze customer feedback to drive improvements. Ensure adherence to local and international gambling regulations including Responsible Gambling, AML, and Data Protection policies. Present performance insights to senior leadership and act as the key point of contact between internal stakeholders and retail site operators.
Required Qualifications
- at least 1 year of experience in a similar role, ideally within a customer service or sportsbook environment
- Speak advanced English (C1) and native-level Brazilian Portuguese (PT-BR)
- tech-savvy, with strong computer literacy and proficiency in MS Office tools
- Understand customer service principles and know how to manage high-volume inquiries with professionalism and empathy
- results-driven, organized, and a confident communicator with strong presentation skills
- Thrive in fast-paced environments, with excellent multitasking and prioritization abilities
- Have a passion for sports and betting, and a service-oriented mindset
- Have experience in sportsbook operations or retail betting environments
- Are comfortable presenting to stakeholders and clients
- Enjoy solving problems and improving processes with creativity and resilience
- Thrive in a culture that values a supportive and collaborative team environment
- Thrive in a culture that values opportunities for professional growth and development
- Thrive in a culture that values a commitment to innovation and excellence
- Thrive in a culture that values a diverse and inclusive workplace where everyone is welcome
Desired Qualifications
- ideally within a customer service or sportsbook environment
- Have experience in sportsbook operations or retail betting environments
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