Country Manager / Team Lead Customer Support (iGaming)

TL;DR

Country Manager / Team Lead Customer Support (iGaming): Managing and scaling the customer support team for the Argentina market with an accent on KPI/SLA optimization and operational efficiency. Focus on supervising support agents, handling VIP escalations, and coordinating with CRM and Fraud teams.

Location: Remote (Argentina)

Company

International iGaming company focused on launching and scaling online casino products across LATAM markets.

What you will do

• Manage and supervise the customer support team for the Argentina region.
• Monitor support KPIs and SLA performance to ensure high customer satisfaction.
• Optimize support workflows and internal operational processes.
• Train and onboard support agents.
• Handle complex escalations and VIP cases.
• Coordinate with CRM, Payments, Fraud, and Retention teams.

Requirements

• 2+ years of experience in customer support management.
• Experience in the iGaming or online casino industry.
• Proven track record of leading and motivating teams.
• Spanish: Fluent or Native level required.
• English: Upper-Intermediate (B2) or higher.
• Experience with KPI and SLA management.

Nice to have

• Experience in LATAM markets.
• Experience with VIP support, payments, or fraud prevention.
• Experience building support processes from scratch.
• Russian language proficiency.

Culture & Benefits

• Remote full-time position with high autonomy.
• Opportunity to grow into Regional Operations Manager or Head of LATAM Support.
• Dynamic international environment.
• Long-term cooperation and career growth opportunities.