Head of Customer Care – Spanish Markets

Novibet; Ciudad de México; Sur place; MXN 400 000 - 650 000; Plein temps

Avantages offerts par ce poste

Competitive pay

Bonus scheme

Career growth

Inclusive environment

Global team

Résumé du poste

Novibet is seeking a Customer Care Manager to oversee Spanish-speaking customer operations across LATAM, building high-performing teams and driving CSAT improvements. The role requires leadership, project management, and bilingual English/Spanish capabilities within a fast-growing global GameTech company.

Join a diverse, international team with a strong focus on data-driven decisions, process optimization, and strategic service enhancements across channels.

Qualifications

• BSc in Business Administration or relevant field.
• 3+ years in customer management, preferably in contact center or customer ops.
• Project management experience leading operational initiatives.
• Fluency in English and Spanish; Greek a plus.
• Strong leadership, coaching and mentoring skills.
• Excellent communication, organizational and problem-solving abilities.
• Data-driven decision making and trend analysis experience.

Responsabilités

• Lead development and implementation of customer operations for Spanish-speaking markets.
• Oversee LATAM Spanish-speaking care teams, manage daily workflows and efficiency.
• Coach and mentor team members to foster high performance and growth.
• Act as escalation point for complex issues to drive quick resolutions.
• Design strategies to improve CSAT and operational KPIs.
• Monitor 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, tool implementations, and policy development.

Connaissances

Customer management

Leadership

Project management

Data analysis

English & Spanish

Formation

BSc in Business Administration

Outils

CRM systems

Description du poste

Novibet is seeking a Customer Care Manager to oversee Spanish-speaking customer operations across LATAM, building high-performing teams and driving CSAT improvements. The role requires leadership, project management, and bilingual English/Spanish capabilities within a fast-growing global GameTech company.

Join a diverse, international team with a strong focus on data-driven decisions, process optimization, and strategic service enhancements across channels.