Customer Service (I/Gaming) Team Manager

At Betsson, we believe exceptional customer experiences start with exceptional people. As our new Customer Service Team Lead in our Buenos Aires office.

The Wow

You’ll be the bridge between frontline agents, management, and key departments, ensuring we’re always aligned, efficient, and one step ahead.

A taster of what you will be involved with: 

• • Supporting Team Leaders and Agents through regular 1:1s, coaching sessions, and ongoing development.

  • Monitoring team performance against KPIs, using data to drive results and identify opportunities.

  • Acting as the go-to person for policy and procedural updates, ensuring clear communication across the team.

  • Collaborating with stakeholders like Payments, Risk & Fraud, and Commercial to improve cross-functional workflows.

  • Reviewing and refining procedures related to customer interaction, keeping efficiency and quality top of mind.

  • Working closely with the CS Management Team to align on service standards and drive consistency.

  • Championing the customer experience and ensuring every touchpoint reflects our commitment to excellence
    
    

    Who You’ll Work With

    • Your Team You’ll support, coach, and monitor the performance of agents and team leads to help them thrive.

    • Customer Service Management  You’ll collaborate to align strategies, improve processes, and ensure operational consistency.

    • Internal Departments  You’ll work cross-functionally with Payments, Risk & Fraud, and Commercial teams to drive efficiency and elevate the customer journey.

  What we are looking for

  • Minimum of 3 years' experience in a customer service environment
  • Data-driven mindset with the ability to translate insights into actions
  • A proactive, hands-on approach to problem-solving and continuous improvement
  • English is a must.
  • Hybrid work model (3x2)

  What we offer

  Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN! Then again, what else would you expect from a business 75% millennial and 1700 strong, spread across 7 offices with 900 based out of our Malta HQ alone! We recognise it may not be for the faint-hearted, but if you’re a go-getter, initiator and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you’ll fit right in.

   

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