BR Customer Success Team Lead Spanish and English

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.