Desk Manager - Customer Service (Night Shift)

Playtech Managed Services is looking for a passionate, customer-focused, and results-driven Desk Manager - Customer Service (Night Shift) to join our growing team in São Paulo.

Your influential mission. You will...

• Owns shift performance against SLAs and KPIs: sets goals, monitors progress and gives regular feedback to the team.
• Acts as the senior point of contact overnight, making first-line operational decisions and escalating critical issues to on-call or senior management in line with the escalation process.
• Identifies and reports system and platform incidents promptly, and follows them up until resolved.
• Runs a structured handover with the day shift, covering incidents, open cases, staffing and pending actions.
• Prepares manpower reports and shift schedules in compliance with labour law, including the rules that apply to night work.
• Handles customer interactions (chat, email, calls) and complex escalations (Responsible Gambling) when needed to support the operation.
• Monitors individual performance and quality data, and puts coaching, training and development plans in place.
• Builds a motivated and collaborative team: recognises achievements, resolves conflicts (escalating when necessary) and encourages continuous improvement and career growth.
• Takes part in recruiting, interviewing and promoting Customer Service Associates.
• Adheres to and enforces internal policies, including Responsible Gambling, AML and Data Protection, and supports risk management, consulting dedicated teams on complex cases.
• Communicates effectively with other departments, licensees and clients, presents results in regular meetings, and represents the company professionally at all times.
• Supports operational projects, reports on status and risks, and gives feedback to improve processes and product offerings.
• Takes part in regular training and keeps up to date with process documentation.
• Completes any additional tasks requested by management to support business needs.

Components for success. You...

• Have a formal degree is a plus, but not required. We value proven leadership experience and a track record of success above formal qualifications.
• Have minimum of 1 year of experience in a leadership role (e.g., Team Leader, Supervisor), within a customer service environment.
• Have advanced English (minimum C1 level according to the CEFR), both written and spoken.
• Have a native-level proficiency in Brazilian Portuguese (PT-BR), with excellent communication skills.
• Have strong computer literacy, especially with MS Office tools (Excel, Word, PowerPoint, Outlook).
• Have experience with data analysis and reporting is essential.

You'll get extra points for...

• Experience in the online gambling / iGaming industry.
• Experience with responsible gaming frameworks or player behaviour monitoring systems.
• Experience handling regulatory or consumer protection contacts.
• Experience with CRM / ticketing platforms such as Zendesk, including AI-assisted support tools.
• Exposure to AML procedures and data protection requirements (LGPD).

Working Arrangement

• Fully on-site at the São Paulo office. Remote or hybrid working is not available for this role.
• Rotating shift pattern covering daytime and early evening hours.
• Weekend working is required as part of the rotation.

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 Trainer 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").

Join our team at Playtech's new Brazilian office of Playtech Managed Services (PTMS), 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.