Retail Customer Service Manager

Playtech — Sao Paulo, Brazil

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.