Customer Support LeadLocation: São Paulo, BrazilThe Company: Chronos Consulting is part of the Coberon Chronos Group, an award-winning global leader in permanent and temporary staffing, RPO, and business process automation solutions for global multinationals. The Group owns and operates 52 offices worldwide.Chronos Consulting's client: Leading international digital entertainment and technology group.Job Overview:We are looking for a Customer Support Lead to oversee the daily operations of the Customer Support team within our Brazil iGaming operation. This role will be responsible for managing CS agents, ensuring high-quality customer service, maximizing operational efficiency, and maintaining strict compliance with internal service standards and regulatory requirements.Key Responsibilities:1. Customer Support OperationsLead and manage the Customer Support team to ensure an excellent user experience and timely issue resolution.Monitor daily CS performance metrics, including response time, resolution time, user satisfaction, and overall service quality.Handle complex customer escalations related to payments, bonuses, account issues, verification, and general platform concerns.Create, update, and optimize SOPs, workflows, macros, and operational guidelines for all CS processes.Conduct regular coaching, training, and performance management sessions for CS agents to maintain high service standards.Ensure 24/7 operational coverage and proper manpower allocation according to shifting business needs.2. Team & Operational ManagementManage team KPIs, productivity, attendance, and strict operational discipline.Prepare comprehensive operational reports and performance summaries for management review.Drive continuous improvement initiatives to enhance operational efficiency and streamline customer journeys.Work closely with Product, CRM, Payments, Compliance, and Tech teams to improve platform stability and user satisfaction.Support the setup and scaling of customer operations specifically for the Brazil market.Qualifications:Overall Experience: 5+ years of experience in Customer Support, Customer Experience, or related operational functions.Leadership Experience: Minimum 2 years of team leadership, supervisory, or people management experience (managing teams of 5+ members is preferred).Core Expertise: Strong background in managing high-volume Customer Support operations, escalation handling, team performance management, and SOP/workflow optimization.Environment: Proven experience working in high-volume operational environments and the ability to work independently in a fast-paced startup setting.Soft Skills: Strong analytical, problem-solving, stakeholder management, and interpersonal communication skills.Language: Professional English communication skills (both written and verbal).Service Mindset: Deep understanding of operational discipline, service quality management, and customer-centric KPIs.