Head of Support (LATAM)

An iGaming company with a B2C product is looking for a Head of Support for the LATAM market. The role requires building or scaling the support team, establishing processes, and leveraging support to drive FTD, retention, and LTV growth.

What you'll do

• Build and develop the support service for LATAM
• Establish CRM processes and player segmentation together with the CRM and Retention teams
• Own KPIs: Response Time, Resolution Time, CSAT, FCR, FTD conversion, and retention
• Monitor dialogue quality, evaluate operator performance, and organize feedback and training
• Develop scripts, Tone of Voice, knowledge base, and escalation processes
• Analyze the reasons behind contacts and pass systemic issues to the Product, Payments, and CRM teams
• Step into complex conversations and train the team on real cases
• Analyze support effectiveness and prepare regular reporting

What we need

• 2+ years of experience in iGaming support, including a Lead or Head position
• Hands-on experience with the LATAM market, primarily with a Spanish-speaking audience
• Understanding of LATAM player specifics and local communication
• Ability to build and scale support teams in Spanish and/or Portuguese
• Ability to manage shifts, operator workload, and SLAs
• Understanding of the Player Journey and ways to improve conversion from registration to FTD
• Knowledge of local LATAM payment methods and typical issues with deposits, withdrawals, and KYC

Nice to have

• Experience working with VIP and High Value Players

Stack & operators

Target geo