Customer Care Team Leader – Mexico

About the role

Novibet is seeking a Customer Care Team Leader to oversee its Mexico support operations. You will guide a team of agents, ensure high‑quality service across multiple channels, and handle complex customer issues.

Key responsibilities

• Lead, motivate and develop a team of customer care agents.
• Monitor performance against KPIs and ensure daily operational smoothness across chat, email and phone.
• Handle escalations related to accounts, payments, withdrawals and betting disputes.
• Coach team members through regular feedback and development plans.
• Identify training needs, especially around product knowledge and compliance.
• Ensure adherence to company policies, KYC procedures and responsible gaming guidelines.
• Manage workload during peak periods and optimise team performance.

Required profile

• High School diploma or Bachelor’s degree from an accredited university.
• Fluency in Spanish and English, both written and verbal.
• Minimum 2 years of experience in customer support.
• Proven experience in team leadership, coaching and mentoring.
• Strong understanding of KPIs and performance monitoring.
• Excellent communication, problem‑solving and decision‑making abilities.
• Ability to manage multiple priorities in a dynamic environment.
• Willingness to work 24/7 shifts, including weekends.

Required skills

• Fluency in Spanish and English (written and verbal).
• Knowledge of KYC procedures and responsible gaming guidelines.

What we offer

• Competitive compensation.
• A vibrant, fast‑growing environment that encourages personal and professional development.