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.