We are looking for a Customer Support & Risk Control Lead to oversee the daily operations of the Customer Support and Risk Control team within our Brazil iGaming operation.
This role will be responsible for managing CS agents and risk control agents, ensuring high-quality customer service, operational efficiency, fraud prevention, and compliance with internal controls and regulatory requirements.
The ideal candidate is operationally strong, highly detail-oriented, capable of managing teams in a fast-paced environment, and experienced in handling escalations, user risk monitoring, and process optimization. Experience in the iGaming, fintech, internet platform, or high-volume customer operations industry is highly preferred.
Professional English communication is required due to collaboration with the global team.
Key Responsibilities
Customer Support Operations
* Lead and manage the Customer Support team to ensure excellent user experience and timely issue resolution.
* Monitor daily CS performance including response time, resolution time, user satisfaction, and service quality.
* Handle complex customer escalations related to payments, bonuses, account issues, verification, and platform concerns.
* Create and optimize SOPs, workflows, macros, and operational guidelines for CS processes.
* Conduct regular coaching, training, and performance management for CS agents.
* Ensure 24/7 operational coverage and proper manpower allocation when required.
Risk Control Operations
* Lead and supervise Risk Control agents responsible for monitoring suspicious activities and operational risks.
* Monitor and investigate:
* Fraudulent activities
* Bonus abuse
* Multi-accounting
* Abnormal betting patterns
* Payment risks
* Chargeback-related risks
* KYC verification irregularities
* Coordinate with Compliance, Payments, and Operations teams on suspicious cases and risk escalations.
* Ensure proper documentation and reporting of high-risk cases and operational incidents.
* Improve internal risk monitoring processes and preventive controls.
Team & Operational Management
* Manage team KPIs, productivity, attendance, and operational discipline.
* Prepare operational reports and performance summaries for management review.
* Drive continuous improvement initiatives to enhance operational efficiency and reduce operational risks.
* Work closely with Product, CRM, Payments, Compliance, and Tech teams to improve customer journeys and operational stability.
* Support the setup and scaling of customer operations for the Brazil market.
Must Have
* 5+ years of experience in Customer Support, Risk Control, Operations, or related functions.
* Minimum 2 years of team leadership or supervisory experience.
* Strong experience managing:
* Customer Support operations
* Escalation handling
* Fraud/risk monitoring
* User account investigations
* Team performance management
* SOP and workflow optimization
* Experience in high-volume operational environments.
* Strong analytical and problem-solving skills.
* Strong stakeholder management and communication skills.
* Ability to work independently in a fast-paced startup environment.
* Professional English communication skills.
* Strong understanding of operational discipline and service quality management.
Nice to Have
* Experience in iGaming, sportsbook, casino, fintech, e-commerce, or internet platform industries.
* Experience with:
* KYC/AML processes
* Payment risk monitoring
* CRM or ticketing systems
* Fraud prevention tools
* VIP escalation handling
* Experience building or scaling operational teams from 0–1.
* Portuguese and English bilingual capability.