Customer Care Manager (Spanish Speaking Markets)

Novibet; Xico; Presencial; MXN 700.000 - 1.100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Top-notch equipment

Career growth

Inclusive environment

Team-building activities

Descripción de la vacante

Novibet is seeking a Customer Care Manager to lead Spanish-speaking operations across LATAM, coordinating in-house and outsourcing teams to deliver exceptional service. You will design workflows, mentor staff, and ensure efficient daily operations.

You will drive CSAT and KPI improvements, own escalation handling, and partner with product, marketing and tech to align on service enhancements and evolving customer needs in a fast-growing global environment.

Formación

• 3+ years of experience in customer management, preferably in contact centers or operations.
• Strong project management experience leading operational initiatives.
• Proficiency in English and Spanish; knowledge of Greek is a plus.

Responsabilidades

• Strategically lead development and implementation of customer operations for Spanish-speaking markets.
• Oversee LATAM customer care teams, managing daily workflows and ensuring efficiency.
• Develop, coach and mentor team members to drive high performance.
• Act as escalation point for complex issues, driving swift resolutions.
• Design and execute strategies to improve CSAT and KPIs.
• Monitor customer feedback and data to identify trends and drive improvements.
• Ensure seamless operation of support channels (email, chat, phone, social).
• Collaborate with cross-functional teams to align on service improvements.
• Lead recruitment, system implementations, and policy development.

Conocimientos

Customer management

Project management

Leadership

English and Spanish fluency

Educación

BSc in Business Administration

Descripción del empleo

Join Novibet as a Customer Care Manager and Drive Global Growth!

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.

Who We Are

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.

Why Novibet

At Novibet, you’ll be empowered to take on meaningful challenges, develop your skills and contribute ideas that make a difference. Certified as a 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.

What you will work on

• 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.

What you bring

• 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.

What we offer

We truly value our people at Novibet! Within our vibrant, dynamic, and fast-paced environment, we encourage everyone to reach their full potential while enjoying every step of the journey. Here’s how we make that happen:

• Competitive Compensation: Attractive salary and bonus scheme
• Top-Notch Equipment: All the tools you need for your role
• Career Growth: Focused career development, performance management, and training opportunities
• Inclusive Environment: A welcoming, international, and multicultural team
• Engaging Activities: Exciting events, sports, and team-building activities

At Novibet we value diversity and are committed to an inclusive and equitable workplace. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, are made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, disability or chronic disease, age, ancestry or place of origin.