About the role

The purpose of this role is to lead a high-performing Customer Success team, ensure operational excellence, and champion best-in-class customer experiences. You’ll manage team workflows, mentor associates, and serve as the escalation point for high-priority issues, while also working cross-functionally to improve our product and processes.

What you'll be doing

Primary Responsibilities

• Lead and manage the Customer Success team, setting performance expectations and KPIs.
• Monitor daily operations and ensure timely resolution of customer queries, complaints, and escalations.
• Provide coaching, support, and regular feedback to team members to help them grow and excel.
• Collaborate with international counterparts to ensure consistent service quality across regions.
• Analyse team performance data and generate insights for continuous improvement.
• Handle complex or escalated customer cases directly when necessary.
• Partner with the Operations and Product teams to communicate customer feedback and propose enhancements.
• Ensure the team maintains accurate, up-to-date records in support platforms (e.g., Freshdesk, Jira, Zendesk).
• Oversee adherence to internal guidelines, SLAs, and compliance standards.
• Promote a positive team culture rooted in SportyBet’s values and customer obsession.

Secondary Responsibilities

• Organise and lead regular team meetings and 1:1s.
• Support recruitment, onboarding, and training of new team members.
• Collaborate with other team leads to improve workflows and customer service strategies.
• Take ownership of special projects or initiatives as assigned by management.

What you'll bring

• 4-5+ years of experience in customer support, with at least 2 years in a team lead or supervisory role.
• Strong background in customer success within a digital or high-volume support environment.
• Bilingual in English and Spanish (written and verbal).
• Experience in online gaming, fintech, or sports betting is a plus.
• Proven ability to lead, coach, and develop high-performing teams.
• Familiarity with support platforms such as Freshdesk, Jira, or Zendesk.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Able to remain calm under pressure and make sound decisions quickly.
• High emotional intelligence, empathy, and a customer-first mindset.
• Comfortable working in a fast-paced, international environment.

About the role

What you'll be doing

• Be part of the Customer Success team and handle customer queries, complaints and issues while educating current/potential customers about the products and services
• Conduct cold calls and follow-up calls
• Have a full in-depth understanding of the products and services
• Provide product feedback to relevant stakeholders
• Provide interactive research, in-depth understanding, and informative market behavior to relevant stakeholders
• Maintain accurate customer records
• Identify and escalate priority issues to Ops team/Team leader
• Pay attention to detail and have strong organizational skills
• Be able to work independently
• Have a strong sense of analytical problem-solving to resolve issues or provide workarounds
• Strong ability to multi-task across multiple channels, customers and teams
• Liaise with the International Customer Service team
• Perform all other duties as assigned by management
• Actively participate in weekly updates with the team to review team performance and issues

What you'll bring

• Minimum of 1-2 years of customer support experience
• Passionate about Customer Care and Success Management
• Online gaming experience with a focus on sports betting (advantageous)
• Excellent English and Spanish communication skills, both verbal and written
• Feel comfortable in verbally communicating with customers on the phone
• Be a Team Player and work collaboratively within a team environment
• Self-driven and motivated
• Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk
• Ability to understand, interpret, and communicate issues both internally and to customers
• Ability to provide product extensive  feedback to stakeholders
• Ability to work within strict guidelines, follow company processes and procedures
• Empathetic and high emotional IQ. Fast-learner with an ability to think on their feet, and adapt to a fast-paced, high-pressure environment with demanding customers
• Ability to positively collaborate in an international remote work environment

About the role

What you'll be doing

• Be part of the Brazilian Customer Success team and handle customer queries, complaints and issues while educating current/potential customers about the products and services
• Conduct cold calls and follow-up calls
• Have a full in-depth understanding of the products and services
• Provide product feedback to relevant stakeholders
• Provide interactive research, in-depth understanding, and informative market behavior to relevant stakeholders
• Maintain accurate customer records
• Identify and escalate priority issues to Ops team/Team leader
• Pay attention to detail and have strong organizational skills
• Be able to work independently
• Have a strong sense of analytical problem-solving to resolve issues or provide workarounds
• Strong ability to multi-task across multiple channels, customers and teams
• Liaise with the International Customer Service team
• Perform all other duties as assigned by management
• Actively participate in weekly updates with the team to review team performance and issues

What you'll bring

• Minimum of 1-2 years of customer support experience
• Passionate about Customer Care and Success Management
• Online gaming experience with a focus on sports betting (advantageous)
• Excellent English and Portuguese communication skills, both verbal and written
• Feel comfortable in verbally communicating with customers on the phone
• Be a Team Player and work collaboratively within a team environment
• Self-driven and motivated
• Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk
• Ability to understand, interpret, and communicate issues both internally and to customers
• Ability to provide product extensive  feedback to stakeholders
• Ability to work within strict guidelines, follow company processes and procedures
• Empathetic and high emotional IQ. Fast-learner with an ability to think on their feet, and adapt to a fast-paced, high-pressure environment with demanding customers
• Ability to positively collaborate in an international remote work environment