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Experience level:
More than 5 years
Education level:
Bachelor
Languages:
English: C1
Accomplished customer support supervisor with 4+ years of experience in the iGaming industry, specializing in team leadership, operations, and quality assurance. Skilled in managing remote teams, optimizing KPIs, and implementing strategies that boost customer satisfaction and operational efficiency. I lead by example, foster collaborative and high-performance cultures, and coach agents for growth and results.
My expertise covers process improvement, compliance (GDPR, AML, responsible gaming), and industry tools such as Zendesk, JIRA, and Google Suite. Fluent in English and Portuguese, I thrive in multicultural, fast-paced environments, bringing analytical skills, attention to detail, and strong communication to every challenge.
●Oversaw and validated data changes performed by agents, ensuring accuracy, efficiency, and alignment with internal policies
● Promoted data security and compliance through consistent process monitoring
● Led team operations, focusing on performance, motivation, and continuous development
● Managed daily workflows and ensured quality assurance, clear communication, and effective problem-solving
● Defined goals, tracked KPIs, and implemented strategies to optimize team efficiency and productivity
● Fostered a collaborative and high-performance culture through training, feedback, and coaching
● Provided multi-channel customer support, managing tickets across email, data updates, payments, and Reclame Aqui (RA).
● Resolved inquiries using Zendesk, prioritizing tickets to meet SLAs, and ensuring accurate record-keeping.
● Collaborated with internal teams (Payments, Operations, CS) for timely solutions.
● Maintained professional communication, contributed to customer satisfaction, and logged recurring issues for process
improvement.
● Handled high volume of customer inquiries via live chat and email
● Identified customer needs and delivered effective solutions to ensure satisfaction
● Maintained in-depth product knowledge to provide accurate information
● Built strong relationships by resolving issues with empathy and efficiency
● Collaborated with internal teams to improve customer experience and service quality
● Customer Support: Email/Ticketing · Live Chat · Multichannel Service · Zendesk Suite · SLA Management
● Leadership & Operations: Team Supervision · KPI Tracking · QA & Data Accuracy · Training & Coaching · Workflow
Management
● Compliance & Process: GDPR · AML · Responsible Gaming · Documentation · Process Improvement
● Tools: Zendesk · JIRA · Slack · Google Suite · Microsoft 365