Job Objective
Professional in Administration, Marketing, Customer Service, Communication, Business Management, or related fields. Lead and support the team of customer service agents, ensuring efficient, timely, and high-quality service across all service channels. You will be responsible for supervising the team’s performance, managing escalated cases, strengthening the agents’ skills, and ensuring compliance with the procedures, service standards, and objectives established by the company.

What You’ll Do
• Lead and mentor a team of Customer Support Agents handling live chat and email inquiries related to accounts, payments, games, bonuses, and platform navigation.
• Monitor daily queues and ensure timely, high-quality responses to customer inquiries, in line with company service standards and satisfaction goals.
• Act as an escalation point for complex or sensitive customer cases, including transaction-related issues, account balance disputes, and complaints.
• Ensure the team provides clear explanations of platform features, game rules,



and how results and outcomes are calculated.
• Oversee adherence to regulatory requirements, including age verification, responsible usage limits, and local regulations, and make sure the team follows all procedures.
• Coordinate and support implementation of responsible usage tools (limits, self-exclusion, etc.), and ensure agents guide customers correctly on these topics.
• Track team performance (KPIs such as response time, quality scores, customer satisfaction, and productivity) and report results to management.
• Identify knowledge gaps and training needs; organize regular coaching sessions, refresh trainings, and updates when processes or products change.
• Collaborate with product, payments, and risk teams to communicate recurring customer issues and suggest improvements to the platform and processes.
• Support sales and retention efforts by guiding the team on basic upselling and cross-selling techniques, always respectin

📌 Customer Support Team Lead (Bogotá)
🏢 GYD CONSULTING GROUP
📍 Bogotá