BR Customer Success Team Lead – Spanish and English

<p><strong>About the role</strong></p> <p>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.</p> <p><strong>What you'll be doing</strong></p> <p><strong>Primary Responsibilities</strong></p> <ul> <li>Lead and manage the Customer Success team, setting performance expectations and KPIs.</li> <li>Monitor daily operations and ensure timely resolution of customer queries, complaints, and escalations.</li> <li>Provide coaching, support, and regular feedback to team members to help them grow and excel.</li> <li>Collaborate with international counterparts to ensure consistent service quality across regions.</li> <li>Analyse team performance data and generate insights for continuous improvement.</li> <li>Handle complex or escalated customer cases directly when necessary.</li> <li>Partner with the Operations and Product teams to communicate customer feedback and propose enhancements.</li> <li>Ensure the team maintains accurate, up-to-date records in support platforms (e.g., Freshdesk, Jira, Zendesk).</li> <li>Oversee adherence to internal guidelines, SLAs, and compliance standards.</li> <li>Promote a positive team culture rooted in SportyBet’s values and customer obsession.</li> </ul> <p><strong>Secondary Responsibilities</strong></p> <ul> <li>Organise and lead regular team meetings and 1:1s.</li> <li>Support recruitment, onboarding, and training of new team members.</li> <li>Collaborate with other team leads to improve workflows and customer service strategies.</li> <li>Take ownership of special projects or initiatives as assigned by management.</li> </ul> <p><strong>What you'll bring</strong></p> <ul> <li>4-5+ years of experience in customer support, with at least 2 years in a team lead or supervisory role.</li> <li>Strong background in customer success within a digital or high-volume support environment.</li> <li>Bilingual in English and Spanish (written and verbal).</li> <li>Experience in online gaming, fintech, or sports betting is a plus.</li> <li>Proven ability to lead, coach, and develop high-performing teams.</li> <li>Familiarity with support platforms such as Freshdesk, Jira, or Zendesk.</li> <li>Excellent communication and interpersonal skills.</li> <li>Strong analytical and problem-solving abilities.</li> <li>Able to remain calm under pressure and make sound decisions quickly.</li> <li>High emotional intelligence, empathy, and a customer-first mindset.</li> <li>Comfortable working in a fast-paced, international environment.</li> </ul> <div id="message-list_1765290593.382699" class="c-virtual_list__item" data-qa="virtual-list-item" data-item-key="1765290593.382699"> <div class="c-message_kit__background p-message_pane_message__message c-message_kit__message" data-qa="message_container" data-qa-unprocessed="false" data-qa-placeholder="false"> <div class="c-message_kit__hover" data-qa-hover="true"> <div class="c-message_kit__actions c-message_kit__actions--default"> <div class="c-message_kit__gutter"> <div class="c-message_kit__gutter__right" data-qa="message_content"> <div class="c-message_kit__blocks c-message_kit__blocks--rich_text"> <div class="c-message__message_blocks c-message__message_blocks--rich_text" data-qa="message-text"> <div class="p-block_kit_renderer" data-qa="block-kit-renderer"> <div class="p-block_kit_renderer__block_wrapper p-block_kit_renderer__block_wrapper--first"> <div class="p-rich_text_block"> <p class="p-rich_text_section">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.</p> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div>