Operations Manager, Customer Service

About the Opportunity

As part of one of Brazil's most dynamic and fast-growing iGaming brands, we are seeking an Operations Manager for Customer Service to lead and oversee our new in-house operation in Lima, Peru. This is a unique opportunity to directly influence the customer experience, ensuring operational excellence and fostering a high-performance culture within a regulated and fast-paced environment.

Your Main Mission

You will serve as the strategic link between leadership, customers, and operations, with the mission of consistently exceeding service, quality, and efficiency targets. This includes consolidating governance, optimising performance rituals, and promoting a high-standard culture across all channels (chat, email, WhatsApp and ombudsman), ensuring impeccable daily execution of our strategy.

Key Responsibilities and Expected Results

• Performance Management:

Daily monitoring of crucial KPIs such as Service Level (S...