LATAM Customer Support Team Lead - Remote & Flexible

NextChallenge; Argentina; Presencial; ARS 63.595.000 - 96.907.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible hours and remote work options

Health insurance (location dependent)

Career development reviews

Education allowances

Vacation and sick leave policy

Monthly personal activity allowance

Team events and company parties

Referral program

Descripción de la vacante

NextChallenge is seeking a Customer Support Team Lead to build and lead operations across LATAM, including Argentina, Colombia, Chile, Peru and Mexico. Establish and manage call centre operations covering retention, promotional, survey, and VIP calls.

Develop and optimise team workflows and KPIs, leveraging tools such as live chat administration platforms, Jira, Slack, and other relevant systems. You will manage shift schedules, recruitment, onboarding, and training while ensuring fast,

Formación

• 5+ years of experience in Customer Support, with iGaming experience required.
• 1–2+ years in a Team Lead or Supervisor role.
• Experience launching support operations in new LATAM markets would be a strong plus.
• Strong understanding of local customer communication styles across LATAM.
• Knowledge of online Casino & Sportsbook operations.
• Good understanding of bonus mechanics and wagering requirements.
• Understanding of payment methods across LATAM.
• Native-level Spanish.
• At least Upper-Intermediate English.
• Portuguese will be a plus.

Responsabilidades

• Lead, coach, and motivate a team of Customer Support Agents.
• Create team development plans and provide continuous feedback.
• Manage shift schedules, attendance, and workforce planning.
• Assist with recruitment, onboarding, and training of new agents.
• Ensure fast and high-quality support via Live Chat, Email, WhatsApp, and Phone.
• Handle complex customer escalations.
• Monitor individual and team KPIs, including: CSAT, First Response Time, Resolution Time, First Contact Resolution, Average Handling Time, Agent Productivity.
• Prepare weekly and monthly performance reports.
• Identify opportunities for improvement and implement action plans.
• Work closely with CRM, Retention, and VIP teams.
• Identify churn risks and customer pain points.

Conocimientos

Team leadership

Customer support

KPI management

Spanish (native)

English (Upper-Intermediate)

iGaming domain

Jira

Live chat platforms

CRM collaboration

Communication across LATAM

Herramientas

Jira

Slack

Live Chat platforms

Descripción del empleo

NextChallenge is seeking a Customer Support Team Lead to build and lead operations across LATAM, including Argentina, Colombia, Chile, Peru and Mexico. Establish and manage call centre operations covering retention, promotional, survey, and VIP calls.

Develop and optimise team workflows and KPIs, leveraging tools such as live chat administration platforms, Jira, Slack, and other relevant systems. You will manage shift schedules, recruitment, onboarding, and training while ensuring fast,