Customer Care Manager (Spanish Speaking Markets)

Are you ready to take on a key role in a dynamic, fast-growing company? If you have a passion for customer service and thrive in a fast-paced environment, this could be the right opportunity for you.

Founded in 2010, Novibet is an established global GameTech company operating in Europe, the Americas, and other international markets (Greece, Brazil, Mexico, Malta, Ireland, Cyprus, Chile, Finland and New Zealand), with hubs in Greece, Malta, Brazil, and Mexico and more than 1,400 employees worldwide. We are driven by technology and innovation, continuously evolving our proprietary platform to deliver seamless and engaging online entertainment experiences to our growing customer base.

At Novibet, you’ll be empowered to take on meaningful challenges, develop your skills and contribute ideas that make a difference. Certified asa Great Place to Work® several years in a row, in Greece, Malta and Brazil, we are a global team, united by a culture of trust, inclusion and shared learning.

Join us and become part of a global team where collaboration, innovation and continuous growth drive everything we do.

• →Strategically lead the development and implementation of customer operational management teams (in-house and outsourcing) for Spanish-speaking markets.
• →Oversee Spanish customer care teams across the LATAM region, managing daily workflows and ensuring operational efficiency.
• →Develop, coach, and mentor team members, fostering high performance, professional growth, and an inclusive team culture.
• →Act as a key point of escalation for complex customer issues, driving swift resolution to enhance satisfaction.
• →Design and execute strategies to improve customer service processes, satisfaction metrics (e.g. CSAT), and operational KPIs.
• →Monitor and analyze customer feedback and operational data to identify trends and drive continuous improvement.
• →Ensure seamless operation of customer support channels (email, chat, phone, social media).
• →Collaborate with cross-functional teams to align on service improvements and meet evolving customer needs.
• →Lead recruitment efforts, system/tool implementations, and policy development to establish high-performing customer service teams.

• BSc in Business Administration or in a relevant field would be an asset
• 3+ years of experience in customer management, preferably within contact center or customer operations.
• Project management expertise, with a track record of successfully leading operational initiatives.
• Proficiency in English and Spanish; additional languages (e.g., Greek) are a plus.
• Strong leadership, coaching, and mentoring skills, with a focus on fostering an inclusive culture.
• Excellent communication, organizational, and problem-solving abilities.
• Analytical mindset with experience in data-driven decision-making and trend analysis.