Support Manager — LATAM

About the role As a Support Manager, you will focus on improving player communication and resolving inquiries for the LATAM markets. Your role includes assisting with platform operations, bonuses, and payment-related issues, ensuring players receive timely support. This position offers the chance to work remotely without trackers and engage directly with product and technical teams. You will play a crucial role in shaping support processes during the launch stage of the online operator, allowing for quick decision-making and minimal bureaucracy. Skills that matter here Customer Support experience : This role requires at least one year of experience in customer support, specifically within the iGaming industry. Spanish language proficiency : Fluency in Spanish is highly beneficial, particularly for direct communication with LATAM players. Attention to detail : You will need to carefully handle payments and user data to ensure accuracy. Problem-solving : Independence and a proactive approach to resolving issues are essential for success in this role. Written communication : Proficient written communication is necessary for effectively assisting players and addressing concerns. Who this role suits Has at least one year of customer support experience in the iGaming industry. Possesses a strong understanding of LATAM player needs and preferences. Demonstrates a calm demeanor when interacting with dissatisfied players. Values independence and is motivated to solve problems proactively. From the employer Handle player inquiries via chat and email; Consult on platform operations, bonuses, tournaments, and gaming questions; Assist with payments: check receipts, statements, transaction IDs, and escalate complex cases; Conduct initial diagnostics of technical issues and report bugs to the development team; Support users until their issues are fully resolved; Work with internal admin tools and support instruments. At least 1 year of experience in Customer Support in igaming; Experience with players from LATAM is mandatory; Spanish language is a big plus, especially if used directly in work; Attention to detail when handling payments and user data; Proficient written communication and ability to calmly interact with dissatisfied players; Independence and willingness to solve problems rather than just escalate tickets; Ability to quickly understand new processes and tools. Remote work without trackers; Night shifts according to GMT+3, schedule to be discussed during the interview; Opportunity to work with a product at the launch stage and influence support processes; Direct interaction with product and technical teams; Ability to propose ideas and influence customer experience; Quick decision-making without unnecessary bureaucracy.