Vaga de parceiro

Backoffice Team Lead - São Paulo / SP

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Detalhes da Vaga

  • Escolaridade Não Informado
  • Segmento Não Informado
  • Salário Não Informado
  • Área de AtuaçãoDiversos / Outros

O que você irá fazer

  • We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
  • We are a diverse team of more than 2,700 Kaizeners, from 40+ nationalities spreading across 3 continents.
  • We are an equal opportunity employer committed to fostering a diverse and inclusive workplace.
  • We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation, or age.
  • Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices.
  • Here, therell be no average day for you.
  • Ready to Press Play on Potential? About the roleWe are looking for a Backoffice Team Lead to join our fast-paced and dynamic iGaming operations team.
  • Reporting directly to the Backoffice Operations Supervisor , the Team Lead will be responsible for supervising a team of 15 to 20 Backoffice Agents , ensuring service quality, productivity, and compliance with internal processes and industry standards.
  • This individual will play a key role in team performance, workflow optimization, and cross-functional collaboration with stakeholders such as Fraud, Risk, Payments, and Customer Support.
  • What you will bringExperience : 2-3 years in a similar role, ideally within Customer Service roles in BPOs, fintechs, or tech startup industries.
  • Minimum 1 year of team lead or supervisor experience.
  • People Management : Proven experience leading teams of 10+ people, including performance management, coaching, and development.
  • Academic Background: Bachelor's degree in Business Administration, Operations Management, or a related field (preferred but not mandatory).
  • English Proficiency : Advanced or fluent English is required for communication with international teams and documentation (written and spoken).
  • Industry Experience : Experience in high volume of incoming contacts, process improvement.
  • Backoffice Knowledge: Strong knowledge of backoffice operations in iGaming or tech.
  • Data Skills: Advanced Excel/Google Sheets skills and ability to work with data.
  • Soft Skills: Excellent communication and conflict resolution skills.
  • You will have advantage if you have: Experience with tools like Zendesk, Salesforce, Jira.
  • Understanding of iGaming regulatory frameworks (e.
  • g.
  • KYC, AML).
  • Project management or Lean/Six Sigma knowledge.
  • ResponsibilitiesConduct daily check-in with agents and coordinator to align on priorities.
  • Review performance dashboards and daily reports.
  • Address operational blockers or escalate critical issues.
  • Conduct 1:1s, coach team members, and manage time-off schedules.
  • Coordinate with Compliance, Risk, and CS teams on process alignment.
  • Participate in workflow improvement initiatives or product feedback loops.
  • Perform end-of-day performance review and reporting to coordinator.
  • Key Areas of OwnershipTeam Performance Management : Ensure agent productivity, adherence to SLAs, and high-quality service delivery.
  • Operational Oversight : Monitor workflows, identify inefficiencies, and implement process improvements.
  • Stakeholder Coordination : Serve as the main liaison between backoffice agents and cross-functional teams.
  • BenefitsHybrid way of working A buddy will support you with your onboarding Competitive pay and bonus scheme Unlimited access to Udemy & continuous training Private health insurance for you & your family Monthly meal allowance Commuting allowance #LI-Hybrid #LI-NK1 Recruitment Privacy Notice: Regarding the data you share with us, you may find and read our recruitment privacy notice here.
  • #J-18808-Ljbffr

Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

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