Retail Customer Service Manager

Playtech Managed Services is looking for a passionate and driven Retail Customer Service Manager to join our growing team in São Paulo. If you're ready to take ownership of retail customer service operations and lead a high-performing team, this is your chance to make an impact.

Your influential mission. You will...

• Manage a team of Retail Customer Service Agents, Team Leads, and Shift Managers across retail sportsbook operations.
• Provide coaching, performance feedback, and career development opportunities to help your team grow.
• Lead recruitment, onboarding, and promotion processes for customer service roles.
• Monitor daily operations to ensure service levels and KPIs are consistently met across all support channels.
• Collaborate with Product, Risk, Payments, and Compliance teams to resolve escalations and improve service delivery.
• Support the launch of new betting products and technologies across retail locations.
• Analyze customer feedback and betting behavior to identify service gaps and drive improvements.
• Ensure compliance with local and international gambling regulations, including Responsible Gambling, AML, and Data Protection policies.
• Present performance insights and operational updates to senior leadership and corporate clients.
• Act as the key point of contact between internal stakeholders and retail site operators.

Components for success. You...

• Have at least 1 year of experience in a similar role, ideally within a customer service or sportsbook environment.
• Speak advanced English (C1) and native-level Brazilian Portuguese (PT-BR).
• Are tech-savvy, with strong computer literacy and proficiency in MS Office tools.
• Understand customer service principles and know how to manage high-volume inquiries with professionalism and empathy.
• Are results-driven, organized, and a confident communicator with strong presentation skills.
• Thrive in fast-paced environments, with excellent multitasking and prioritization abilities.
• Have a passion for sports and betting, and a service-oriented mindset.

You'll get extra points for...

• Have experience in sportsbook operations or retail betting environments.
• Are comfortable presenting to stakeholders and clients.
• Enjoy solving problems and improving processes with creativity and resilience.

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.