Customer Support Team Lead (Brazilian-Speaking)

Job Description

Customer Support Team Lead: Guide the Best Service Forward!

Quantos líderes de suporte ao cliente são necessários para trocar uma lâmpada?

Nenhum! Eles abrem um ticket, pedem desculpas pela escuridão e prometem que a luz será reparada em até 24 a 48 horas úteis!

Are you passionate about customer service and skilled in team leadership? Join Best Service Team (BST) as a Customer Support Team Lead and help us set the standard for excellence in the industry. In this remote role, you will oversee our Brazilian-speaking support team, ensuring that our customers receive the utmost level of service.

The Mission

At BST, we don’t just close tickets; we build bridges. We provide high-impact, B2B service solutions for the digital age. As a remote-first, international team, we help world-class brands deliver seamless customer experiences through a blend of cutting-edge expertise and genuine empathy.

What is BST?

BST is a dedicated provider specializing in the intersection of technology and human interaction. We operate globally, bringing together diverse cultures and behaviors to solve complex challenges within the online gaming industry. If you thrive in fast-paced, tech-driven environments and have a knack for leadership, you've found your home.

Responsibilities

• Lead, motivate, and manage a team of customer support representatives to achieve team goals and deliver exceptional service.
• Provide guidance and coaching to team members, fostering a culture of continuous improvement.
• Monitor performance metrics and identify areas for improvement, implementing strategies to enhance team effectiveness.
• Act as a point of escalation for complex customer issues, ensuring timely resolution.
• Coordinate training programs to ensure team members are well-versed in products, policies, and best practices.
• Collaborate with other departments to align customer support processes with overall business objectives.
• Prepare reports and analyze data to inform management decisions and drive operational strategies.

Requirements

• Proven experience in customer support, with a background in a leadership or supervisory role preferred.
• Fluency in Portuguese (Brazilian) & English, both written and spoken.
• Strong communication and interpersonal skills, with the ability to inspire and motivate a team.
• Proficiency in using customer service software and other relevant tools.
• Ability to analyze data and derive actionable insights to improve performance.
• Excellent problem-solving skills and a customer-centric mindset.
• Flexibility to work in a fast-paced environment and manage multiple priorities effectively.

Benefits

• Join us on an exciting journey to shape and revolutionize a new brand in the market
• Kick off your birthday month with a bang! Enjoy a fully paid day off, €100 to make your day special, and heartfelt wishes from your team.
• Receive 100% of your salary for 14 days of sick leave per year.
• Enhance your language skills with our free online English courses.
• Join our complimentary Book Club sessions, available in Russian & English
• Experience lively virtual team-building activities—because work should be fun!
• Annual Leave: 20 working days per year
  
  Ready to redefine the future of iGaming with us? Apply today and become a part of something truly spectacular!