Company Description Welcome to A247.com, we are revolutionising the online gaming experience for Latin American users, beginning with Brazil and Peru. A247 has been designed from its inception to be a game changer in the online casino and sports betting industries. With decades of experience in Europe, South America, and Las Vegas, our founders are building a platform which will be known for its honesty and straightforward service. Unlike other bookmakers with complicated bonuses or confusing terms, we will offer a transparent and simple experience. Job Title: Director of Customer Service and Ombudsman Location: Lapa, São Paulo, Brazil (Hybrid, with office presence at least once a week) Role Description A247 is a leading iGaming company based in São Paulo, Brazil, dedicated to providing a secure and compliant gaming environment for our customers. We are expanding our team and are looking for a highly skilled and experienced professional to join us as the Director of Customer Service and Ombudsman. Experience in the iGaming industry is advantageous but not essential. We are actively seeking candidates with backgrounds in the pharmaceutical, tobacco, and alcohol industries. Additionally, candidates with transferable skills from other tech sectors, such as cybersecurity, e-commerce, or IT, are encouraged to apply. Key Responsibilities The following is a list of key duties, including but not limited to: Supervision and Management: Oversee the company's customer service and ombudsman functions to ensure high-quality service and effective complaint resolution. Lead and manage all customer support operations, including Customer Service, VIP, and Quality Control teams. Provide direction, mentorship, and support to ensure exceptional customer service. Policy Development: Develop and implement policies and procedures to enhance the customer experience. Ensure all player support activities comply with relevant regulations and industry standards. Customer Feedback and Improvement: Analyze customer feedback and support metrics to identify areas for improvement and implement corrective actions. Foster a culture of accountability, professionalism, and continuous improvement within the team. Escalation and Dispute Resolution: Serve as the primary point of contact for escalated player issues and disputes, ensuring timely and fair resolution. Coordinate with the quality control team to establish and maintain quality assurance processes. Training and Development: Develop and deliver training programs to enhance the skills and knowledge of all customer support operations team members. Stay updated on regulatory requirements and industry best practices, implementing necessary adjustments to policies and procedures. Strategic Planning and Reporting: Develop and implement strategies to enhance player support services, ensuring a seamless and positive experience for all customers. Prepare regular reports on player support activities, highlighting key trends, issues, and performance metrics. Present findings and recommendations to senior management, contributing to strategic decision-making and policy development. Qualifications Bachelor's degree in Business Administration, Management, Customer Service, or a related field; MBA or advanced degree preferred. Proven customer service work experience with excellent leadership and team management skills. Experience in the iGaming industry or transferable skills from the financial, e-commerce, or tech sectors. Strong leadership capabilities, strategic mindset, and ability to manage, mentor, and motivate diverse teams. Solid background in customer relations and conflict resolution, with proficiency in analyzing customer feedback and support metrics. Excellent communication skills in Portuguese and Spanish, with a good understanding of English. High level of professionalism, adaptability to a dynamic environment, and commitment to continuous improvement. Skills and Competencies Leadership: Proven ability to lead and manage cross-functional teams. Communication: Strong communication skills for interacting with customers, team members, and senior management. Strategic Thinking: Ability to develop and implement effective customer service strategies. Problem-Solving: Strong problem-solving skills to address and resolve customer issues and disputes. Customer Focus: Commitment to delivering exceptional customer service and enhancing the customer experience. Project Management: Expertise in managing customer service projects from inception to completion. Why Join Us Be part of a dynamic and growing company in the exciting iGaming industry. Work in a collaborative and supportive environment with opportunities for professional growth. Competitive salary and benefits package. Hybrid work model offering flexibility and work-life balance. How to Apply If you are a highly skilled and experienced professional passionate about customer service and support, we invite you to apply for the Director of Customer Service and Ombudsman position at A247.
