Customer Service Supervisor (Chat) - Hybrid

Join Blaze, the fastest-growing casino in LATAM!

Founded in 2019 by a dedicated team of entrepreneurs, Blaze.com embodies a true passion for both entertainment and the iGaming sector. We aim to revolutionize the gaming landscape by effortlessly weaving in social connections. With an impressive library of over 2,000 games and a thriving community of more than 2,000,000 registered players, our platform has established itself as a leader in the industry.

We're on the lookout for a talented Customer Service Supervisor (Chat) to join our dynamic team and help us continue our growth.

About the position: 

Your challenge will be to supervise, develop, and lead the chat support team, ensuring operational efficiency, excellence in customer support, and compliance with established goals. You will also act as a link between the operation and other areas of the company, promoting a collaborative, productive, and continuously evolving environment. 

Your main responsibilities:

Operational Management

• Operational Management Monitor the operation in real-time through Zendesk. 
• Ensure compliance with work hours, shift coverage, and adherence to schedules.
• Make adjustments/justifications for time sheet entries (clock-in, clock-out, breaks, absences), according to HR guidelines.
• Monitor performance indicators (KPIs) such as: Chats received, lost, and abandoned; Chat acceptance rate; Average response and resolution time; Customer satisfaction level (CSAT).
• Be the focal point of the operation during the shift.

People Management

• Provide immediate support for questions, conflicts, or escalation situations.
• Apply structured feedback based on data and performance.
• Lead the team by promoting a collaborative, transparent, and results-oriented environment.
• Conduct alignment meetings, practical training, and operational communications.• Ensure empathetic, ethical, and respectful communication.

- Quality Monitoring

• Monitor the qualitative performance of services through audits and pre-established criteria.
• Provide constructive feedback and maintain records of individual progress.
• Collaborate with the Quality team to align standards and best practices.

Basic Skills

• Fluency in the English language
• A completed Bachelor's degree in Administration, Engineering, Statistics, Information Technology, or related areas.
• Minimum of 3 years in leadership positions of operational teams in customer service/contact center, preferably in the iGaming sector, technology, or companies with 24x7 support.

Technical Skills:

• Zendesk, Slack, Google Apps
• Intermediate Excel (including formulas, pivot tables, and charts)
• Knowledge of Brazilian labor legislation applied to working hours

Behavioral Competencies:

• Leadership and empathy.
• Clear and objective communication.
• Conflict resolution and quick decision-making.
• Organization and focus on results.
• Ability to adapt in high-pressure situations.

Hybrid work set up

• Schedule: From 2 PM to 11 PM, with days off on Fridays and Saturdays (provisional schedule) and 1 Sunday/month.

Competitive salary and benefits.

A collaborative environment focused on innovation and compliance.

Opportunities for professional growth in a fast-paced industry.

The chance to work on high-impact projects with cutting-edge technologies.