Head of Support (LATAM)
Role in brief
An iGaming company is looking for a Head of Support to lead their LATAM support team, focusing on improving processes and driving player growth. Candidates with experience in iGaming support and familiarity with the LATAM market should apply.
About the role
This role involves building and scaling the support service for the LATAM market, focusing on enhancing customer experience and operational efficiency. The Head of Support will work closely with CRM and Retention teams to establish effective processes and improve key performance indicators such as response and resolution times.
Success in this position requires a deep understanding of LATAM player characteristics and local communication styles. The Head of Support will oversee team training, develop support scripts, and analyze support effectiveness to ensure high-quality service delivery and player retention.
Who this role suits
- Has at least 2 years of experience in iGaming support, preferably in a leadership role.
- Possesses strong knowledge of the LATAM market and Spanish-speaking audiences.
- Demonstrates the ability to build and manage support teams effectively.
- Is analytical and can evaluate support processes to drive improvements.
From the employer
- Build and develop support service for LATAM
- Establish CRM processes and player segmentation with CRM and Retention teams
- Be responsible for KPIs: Response Time, Resolution Time, CSAT, FCR, conversion to FTD and retention
- Control the quality of dialogues, evaluate operator performance, organize feedback and training
- Develop scripts, Tone of Voice, knowledge base, and escalation processes
- Analyze reasons for inquiries and relay systemic issues to Product, Payments, and CRM teams
- Engage in complex dialogues and train the team on real cases
- Analyze support effectiveness and prepare regular reports
- At least 2 years of experience in iGaming support, including in a Lead or Head position
- Practical experience with the LATAM market, primarily with Spanish-speaking audiences
- Understand the characteristics of LATAM players and local communications
- Ability to build and scale support teams in Spanish and/or Portuguese
- Manage shifts, operator workload, and SLAs
- Understand Player Journey and ways to increase conversion from registration to FTD
- Knowledge of local payment methods in LATAM and typical issues with deposits, withdrawals, and KYC
- Experience with VIP and High Value Players is a plus
- Salary based on interview results
Questions about this role
What is the remote policy?
The position is remote, allowing candidates to work from anywhere.
What experience is required for this role?
Candidates should have at least 2 years of experience in iGaming support, including a lead or head position.
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