Customer Success Team Lead (iGaming)

TL;DR

Customer Success Team Lead (iGaming): Managing the Customer Success team, setting performance expectations and ensuring high-quality support resolution with an accent on team coaching and operational excellence. Focus on analyzing performance data, improving support workflows, and maintaining compliance standards within a high-volume international environment.

Location: Must be based in São Paulo, Brazil

Company

hirify.global is a leading provider of innovative betting and gaming experiences.

What you will do

• Lead and manage the Customer Success team, setting clear KPIs and performance expectations.
• Monitor daily operations to ensure timely resolution of queries, complaints, and escalations.
• Provide regular coaching, support, and feedback to team members to drive professional development.
• Analyze team performance data to generate actionable insights and continuous improvements.
• Collaborate with Product and Operations teams to communicate user feedback and propose product enhancements.
• Manage recruitment, onboarding, and training for new team members.

Requirements

• 4-5+ years of experience in customer support with at least 2 years in a team lead or supervisory role.
• Bilingual proficiency in English and Spanish (written and verbal).
• Strong background in customer success within a digital or high-volume support environment.
• Experience with support platforms like Freshdesk, Jira, or Zendesk.
• Proven ability to lead, coach, and develop high-performing teams in a fast-paced environment.
• Strong analytical and problem-solving skills with a customer-first mindset.

Nice to have

• Previous experience in online gaming, fintech, or sports betting sectors.

Culture & Benefits

• Fast-paced international work environment.
• Focus on professional development and career growth.
• Opportunity to influence service strategies and product improvements.
• Collaborative team culture rooted in customer obsession.