LATAM iGaming Support Lead: Team & Ops Coach

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

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.