JOIN OUR TRIBE! Do you strive for excellence ? Do you embrace innovation ? Do you fight with fairness and respect ? We are an exciting new gaming company based in Barcelona and Buenos Aires. Our innovative sports betting and casino games will rock your world. We have a burning desire to make gaming great entertainment and socially acceptable . We want it to be fun for our customers and our teams. We are BetWarrior . We welcome passionate warriors and are currently looking for an experienced Customer Care Manager who will help us provide excellent support for our players. What you will do: Ensure the top of the bill customer support to our highly demanding customer base. Responsible for keeping the team up to date about Customer Care operations, policies, and procedures. Ownership of the team schedule ensuring the department is adequately staffed to cover operations' needs. Conduct regular reviews and evaluations of your team members, monitoring performance and noting areas for improvements in a regular feedback process. Responsible for setting up Objectives and KPIs for the team members. Review and resolve escalations if a team member is unable to resolve a customer's situation. Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. Engage in close and proactive collaboration with the other operational teams, such as Fraud & Risk, Responsible Gaming, Payment Services, Marketing, and CRM in order to remain aware of our product offering. Minimum Requirements: Experience in team management as Service Manager or similar with at least 2 years in e-gaming. Leadership capacity based on knowledge, communication, and negotiation: Ability to make decisions, prioritize, and manage multitasking. Experience in reporting, data analysis, and reports. BI / analytical skills. High knowledge about Zendesk: Triggers, macros, and automations. Business settings, groups, views, and reports. High level of English (written and spoken). Portuguese would be a plus. BetWarrior Values: TAKE RESPONSIBILITY - For your actions and progress, for our internal and external community. BE FAIR - Treat others like you want to be treated. STRIVE FOR EXCELLENCE - In your own performance and in ensuring the quality of our products and service. BE CURIOUS - To learn and grow all the time. EMBRACE INNOVATION - Explore creative opportunities and love the unconventional. HAVE FUN - Make gaming great entertainment and our workplace exciting. #J-18808-Ljbffr