IHunters is seeking a CS Support & Risk Control Lead on behalf of a fast-growing iGaming operator that recently launched its Brazilian operations and is already fully licensed in the market. Our client is building its local team from the ground up and needs a hands-on operational leader to oversee both Customer Support and Risk Control functions. If you thrive in high-volume environments, know how to balance user experience with fraud prevention, and are ready to help shape operations in one of the most exciting iGaming markets in the world this role is for you.
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What You ll Do:
Customer Support Operations
* Lead and manage the CS team to ensure excellent user experience and timely issue resolution
* Monitor daily performance metrics including response time, resolution time, user satisfaction, and service quality
* Handle complex escalations related to payments, bonuses, account issues, verification, and platform concerns
* Create and continuously optimize SOPs, workflows, and operational guidelines for CS processes
* Conduct regular coaching, training, and performance management for CS agents
* Ensure 24/7 operational coverage and proper staffing 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, and 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
* Continuously improve internal risk monitoring processes and preventive controls
Team & Operational Management
* Manage team KPIs, productivity, and operational discipline
* Prepare operational reports and performance summaries for management review
* Drive continuous improvement initiatives to enhance efficiency and reduce operational risk
* Work cross-functionally 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 Brazilian market
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What We re Looking For:
* 5+ years of experience in Customer Support, Risk Control, Operations, or related functions
* Minimum 2 years of team leadership or supervisory experience
* Proven track record managing CS operations, escalation handling, fraud and risk monitoring, user account investigations, team performance, and SOP 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-like environment
* Professional English communication skills required for collaboration with the global team
* Strong understanding of operational discipline and service quality management
* Advanced English
Nice to Have:
* Experience in iGaming, sportsbook, casino, fintech, e-commerce, or internet platform industries
* Familiarity with KYC/AML processes, payment risk monitoring, CRM or ticketing systems, fraud prevention tools, and VIP escalation handling
* Experience building or scaling operational teams from scratch