BR Customer Success Team Lead – Spanish and English

São Paulolead

OtherManagementCustomer Success Team Lead

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Quick Summary

Overview

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.

Technical Tools

exceljiracustomer-successcustomer-supportfintech

About the Role

~1 min read

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.

Responsibilities

~1 min read

Responsibilities

~1 min read

→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.

Responsibilities

~1 min read

→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.

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.

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.