MX Customer Success Associate

Sporty's sites are some of the most popular on the internet, consistently staying in Alexa's list of top websites for the countries they operate in.

As the Customer Success Associate, you will be responsible for delivering client-centric, customer-focused support with a strong emphasis on world-class service for a leading betting operator. This role plays a key part in enhancing the customer experience. You may also engage directly with customers based on internal guidelines and provide valuable product feedback to SportyBet. Customer satisfaction is a top priority.

Purpose

The primary purpose of this role is to resolve customer issues at the first point of contact (FTR/FCR), educate users on our products and services, and ensure complete customer satisfaction. You will act as a brand ambassador and promote SportyBet’s values at all times.

Primary Responsibilities:

•Be part of the Mexican Customer Success team, handling customer queries, complaints, and issues.

•Educate current and potential customers about SportyBet’s products and services.

•Conduct cold calls and follow-up calls as needed.

•Maintain a deep understanding of all products and services.

•Share product feedback with relevant internal stakeholders.

•Conduct customer research and share market insights with internal teams.

•Keep accurate and up-to-date customer records.

•Escalate priority issues to the Operations team or Team Leader.

•Work independently with a high level of attention to detail.

•Use problem-solving skills to resolve issues or propose workarounds.

•Manage multiple customer interactions across different channels simultaneously.

Secondary Responsibilities:

•Collaborate with the International Customer Service team.

•Perform other duties as assigned by management.

•Participate in weekly team meetings to discuss performance and key updates.

Requirements:

•1–2 years of experience in customer support or client success.

•Passionate about customer care and success management.

•Experience in online gaming or sports betting is a plus.

•Fluent in both English and Spanish (written and verbal).

•Comfortable communicating with customers over the phone.

•A team player who thrives in a collaborative environment.

•Self-driven and motivated.

•Familiarity with support platforms such as Freshdesk, Jira, or Zendesk.

•Able to communicate clearly with both customers and internal teams.

•Skilled at providing product feedback to improve user experience.

•Able to follow company processes and work within defined guidelines.

•High emotional intelligence and empathy.

•Fast learner who performs well in a fast-paced, high-pressure environment.

•Comfortable working remotely in an international team setup.

Benefits

Quarterly performance bonuses

Flexible working hours

Top-of-the-line equipment

Referral bonuses

28 days paid annual leave

Highly talented, dependable co-workers in a global, multicultural organisation

Our teams are small enough for you to be impactful

Our business is globally established and successful, offering stability and security to our Team Members

Our Mission

Our mission is to be an everyday entertainment platform for everyone

Our Operating Principles

1. Create Value for Users

2. Act in the Long-Term Interests of Sporty 

3. Focus on Product Improvements & Innovation 

4. Be Responsible 

5. Preserve Integrity & Honesty 

6. Respect Confidentiality & Privacy 

7. Ensure Stability, Security & Scalability 

8. Work Hard with Passion & Pride

Working at Sporty

The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results. 

As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to. 

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.