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.

Employment type
Full-time

Work arrangement
No