MX Customer Success Team Lead – Spanish and English

Partnered with some of the World’s greatest Champions including Real Madrid FC, Michael Essien and Eder Militao, we’re on the lookout for some Champions of our own to be a part of the 'Top Ranked Fastest Growing and Most Successful Online Gaming Brand in the World'. Home to SportyBet, SportyTV, Sporty.com, Football.com and the newly launched SportyFM, we continue to lead with innovation and exclusive sports content.

Sporty is expanding and we're building the world's go to platform for everyday entertainment.

What you'll be doing

• Lead and manage the Mexican 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
• 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

What’s In It For You

📍 We have an office in a prime location within Mexico City!

💰 A competitive salary + individual performance based bonuses every quarter

🌴 12 days paid annual leave + public holidays

📑 Mexican employment contract

📝 Referral bonuses & flash bonuses

💻 Top of the line equipment

🌍 Annual company off-site team building

✅ Aguinaldo

✅ Prima Vacacional

✅ IMSS (social security)

✅ Vales de Despensa

✅ PTU (profit sharing)

Personalised Support

We’re committed to making our recruitment process accessible to everyone. If you need any adjustments or accommodations during the application or interview process, please let us know.

Your Move

If you're excited about this role, even if you don't meet every requirement, we'd still love to hear from you. We understand candidates may hesitate to apply if they don't meet all requirements, however your unique perspective is what helps us innovate and grow together.

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.