Job Title: VP of Customer Service
Location: Remote (Americas timezone preferred)
Client: Jersey Road Talent – representing a leading global iGaming & sweepstakes company
About the Opportunity
Jersey Road Talent is exclusively retained by one of the most dynamic and fastest-growing companies in the global iGaming and sweepstakes space. Our client blends real-money gaming with engaging, social-first experiences across mobile and desktop, attracting millions of active players across markets like Brazil, LatAm, and North America.
As VP of Customer Service, you’ll be working remote and joining a senior leadership team driving high-impact global expansion. This is your chance to take full ownership of a multilingual CS operation in Brazil and shape the future of player experience for a business built on innovation, tech, and community engagement.
What You’ll Own
- Lead and scale a globally distributed CS function with a heavy focus on LatAm and Brazil-based agents
- Oversee the full operational CS landscape: agent performance, shift coverage, ticket systems, QA, SLA delivery, player satisfaction (CSAT), and reporting
- Design and execute a player-first support strategy aligned with product growth, compliance, and localised market needs
- Optimize the use of CRM, chat, and helpdesk tools to streamline workflows and reduce friction
- Recruit, train, and develop CS leadership and frontline talent in key regions
- Work cross-functionally with Product, Risk, Marketing, and Tech to close the loop on user feedback and improve player journeys
- Implement best practices for scaling CS during high-growth or campaign cycles
- Build a service culture that is data-led, responsive, and user-player obsessed
Who You Are
- Proven CS leader with experience in iGaming, sports betting, sweepstakes, or social gaming
- Track record of building and managing teams in Brazil or wider LatAm
- Fluent in English; Portuguese or Spanish highly desirable, but not essential.
- Data-driven and tech-comfortable, with deep knowledge of CS tooling (Zendesk, Intercom, Salesforce, etc.)
- Strong communicator and people manager with global team experience
- Thrive in fast-moving, remote-first, entrepreneurial environments
Why Join?
Our client operates at the intersection of entertainment, gaming, and fintech, delivering immersive sweepstake and casino-style products tailored for key international markets. With a high-performing leadership team, bold product roadmap, and strong capital backing, you’ll be joining at a pivotal moment of scale.
If you’re ready to shape a world-class support team in one of the most exciting corners of the global iGaming industry, Apply today.