CS Desk Manager

About Playtech
Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B business. By leveraging its proprietary technology, Playtech delivers innovative products and services to ensure a safe, engaging and entertaining gaming experience.

As the gaming industry's leading technology company, it combines business intelligence-driven software, services, content, and platform technology to drive excellence and innovation across the sector. Read more about who we are and what we do here: www.playtechpeople.com and www.playtech.com

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Embracing differences and maintaining transparency in our processes is the core of Playtech's overall commitment to responsible business practices.

Ready to level up your career?

Playtech Managed Services is looking for a passionate Customer Service Desk Manager to join our team at Playtech's new Brazilian Playtech Managed (PTMS) Services in Sao Paulo - SP. If you're a strategic leader with a passion for driving performance, empowering teams, and shaping a high-impact, data-driven customer service environment - we want to hear from you!

Your influential mission. You will...

• Take ownership of team performance, progress, and achievements through efficient process organization.
• Set clear goals, monitor progress, and provide regular feedback to align with SLAs and KPIs.
• Recognize and celebrate individual and team accomplishments to foster motivation and engagement.
• Promote a positive, competitive, and collaborative team environment.
• Prepare and analyze manpower reports and team schedules in compliance with labor laws.
• Ensure timely reporting and resolution of system-related issues.
• Organize and participate in regular team meetings and departmental updates.
• Support operations by handling customer interactions (chats, emails, calls) when needed.
• Maintain effective communication across departments, licensees, and stakeholders.
• Provide timely updates and escalate critical feedback or issues to senior management.
• Represent the company professionally in all internal and external interactions.
• Facilitate problem-solving and consensus-building within the team.
• Present results to corporate clients during daily, weekly, and monthly meetings.
• Recruit, interview, and promote Customer Service Associates.
• Monitor individual performance and implement training, coaching, and development plans.
• Encourage creativity, continuous improvement, and career growth—both horizontal and vertical.
• Identify and resolve interpersonal conflicts, escalating when necessary.
• Collect and analyze quality data to drive proactive solutions and enhance customer experience.
• Participate in regular training sessions and stay up to date with process documentation.
• Adhere to and enforce internal policies including Responsible Gambling, AML, and Data Protection.

Components for success. You...

• Hold a bachelor’s degree in a relevant field (such as Education, Communication, or HR), or bring extensive, proven experience in corporate training and development.
• Have at least 1 year of experience in a similar role, ideally within a customer service environment.
• Possess strong knowledge and hands-on skills in customer service operations, including inquiry handling, problem-solving, and customer satisfaction strategies.
• Communicate fluently in English (C1 level), both written and spoken, and speak Brazilian Portuguese at a native level with excellent communication skills.
• Demonstrate strong computer literacy, especially with MS Office tools (Excel, Word, PowerPoint, Outlook).
• Understand customer service principles and best practices, and manage customer interactions effectively to resolve issues and ensure satisfaction.
• Extract, summarize, and present key information clearly and concisely, with solid knowledge of business processes and strong presentation skills.
• Meet performance standards across key indicators, including customer orientation, quality and excellence, job knowledge, results-driven mindset, professionalism, integrity, trust and commitment, time management and punctuality, communication skills, and technical aptitude.
• Solve problems with creativity and resilience, showing patience and adaptability in challenging situations.

You'll get extra points for...

• Supports risk management tasks and consults with dedicated teams for complex cases.
• Assists in managing operational projects and ensures timely delivery.
• Communicate project status, risks, and issues both verbally and in writing.
• Provide ongoing feedback to improve operational processes and product offerings.
• Complete additional tasks as requested by management to support business needs.

Thrive in a culture that values...

• A supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A commitment to innovation and excellence.
• A diverse and inclusive workplace where everyone is welcome.
• Comprehensive benefits and competitive compensation.

HOW TO APPLY?

In addition to your CV, please add a brief motivation letter covering your goals, your current experience in Customer Support Desk Manager or related fields, and/or working in a corporate environment. You can write it in the comment section at the end of the application page (under "your message to the hiring manager").

TEAM NAME HERE

Join the team at our new Brazilian Playtech Managed Services (PTMS) office, where we work together to support and enhance our live products and services. Be part of a global, dynamic and innovative team that values collaboration, continuous learning, and excellence.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.