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Overview
Join Playtech as a Retail Customer Service Manager in São Paulo, leading a team to enhance customer service operations in the sportsbook environment. About Playtech Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging, and entertaining gaming experience. Playtech is the gaming industry's leading technology company delivering business intelligence-driven gaming software, services, content, and platform technology across the industry. Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices.
What you'll do
- •Manage a team of Retail Customer Service Agents, Team Leads, and Shift Managers across retail sportsbook operations.
- •Provide coaching, performance feedback, and career development opportunities to help your team grow.
- •Lead recruitment, onboarding, and promotion processes for customer service roles.
- •Monitor daily operations to ensure service levels and KPIs are consistently met across all support channels.
- •Collaborate with Product, Risk, Payments, and Compliance teams to resolve escalations and improve service delivery.
- •Support the launch of new betting products and technologies across retail locations.
- •Analyze customer feedback and betting behavior to identify service gaps and drive improvements.
- •Ensure compliance with local and international gambling regulations, including Responsible Gambling, AML, and Data Protection policies.
- •Present performance insights and operational updates to senior leadership and corporate clients.
- •Act as the key point of contact between internal stakeholders and retail site operators.
Conditions
- •Thrive in a culture that values a supportive and collaborative team environment.
- •Opportunities for professional growth and development.
- •A commitment to innovation and excellence.
- •A diverse and inclusive workplace where everyone is welcome.
- •Comprehensive benefits and competitive compensation.