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.

If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.

BR Customer Success Team Lead – Spanish and English