Customer Support Team Lead (LATAM)

NextChallenge; Mexico; On-site; MXN 480,000 - 720,000; Full time

Benefits offered by this job

Flexible working hours

Remote working options

Health insurance plan

Educational allowances

Professional development support

Monthly activity allowance

Referral program

Job summary

NextChallenge is seeking a Customer Support Team Lead to build and lead operations across LATAM, including Argentina, Colombia, Chile, Peru, and Mexico. Establish efficient workflows and KPIs across Live Chat, Email, WhatsApp, and Phone.

Develop team capabilities and scalable processes to deliver top-quality support. You will recruit, train, and mentor agents, manage shifts, and report on CSAT, FRT, TTR, FCR, and AHT.

Qualifications

• 5+ years in Customer Support, with iGaming experience.
• 1–2+ years in a Team Lead or Supervisor role.
• Experience launching support operations in new LATAM markets.
• Strong understanding of local customer communication styles across LATAM.
• Knowledge of online Casino & Sportsbook operations.
• 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.

Responsibilities

• 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, FRT, TTR, FCR, AHT, 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.

Skills

Team leadership

Customer support

LATAM experience

Spanish (native)

English (upper-intermediate)

Recruitment & training

KPIs & reporting

Process improvement

Tools

Jira

Slack

CRM platforms

Live chat platforms

Job description

Our client is looking for a Customer Support Team Lead to build and lead customer support operations across LATAM. The role will focus on developing a high-performing support team, establishing efficient workflows and KPIs, and ensuring a consistently high standard of customer service across multiple channels.

Role Overview:

Build and lead a Customer Support team for our partner company’s iGaming brand 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.

Key Responsibilities:

• 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 (Customer Satisfaction), First Response Time (FRT), Resolution Time (TTR), First Contact Resolution (FCR), Average Handling Time (AHT), 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.

Required Skills & Experience:

• 5+ years of experience in Customer Support, with iGaming experience required;
• 1–2+ years of experience 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.

Will be a plus:

• Portuguese will be a plus.

The company guarantees you the following benefits:

• A positive workplace atmosphere that creates a culture of collaboration and support, making it a place you'll love working in;
• Competitive compensation and regular career development reviews;
• Flexible working hours and remote working options, you'll enjoy the freedom that the company provides;
• A generous vacation and sick leave policy, allowing you to take time off and enjoy a work-life balance;
• Financial assistance for professional development, helping you stay ahead of the curve and love your career path;
• Educational Allowances that give you the opportunity to expand your knowledge and experience;
• You'll have a monthly allowance for personal activities, giving you the opportunity to pursue your interests and hobbies outside of work;
• A comprehensive health insurance plan, depending on your current location;
• Referral program with financial rewards for bringing top talent to the company;
• Engaging in team-building activities and corporate parties;
• HR Interview with the Recruiter;
• Final interview with the team;