Customer Care Team Leader (Mexico)

About the role

Join Novibet as a Customer Care Team Leader (Mexico)! 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 GameTech company operating in Europe, the Americas, and ROW countries (Greece, Brazil, Ireland, Finland, Mexico, Chile, Ecuador, Cyprus, and New Zealand), with hubs in Greece, Malta, Brazil, and Mexico and 1200+ employees across all countries of operation. We are committed to staying at the forefront of technological advancements, continually pushing boundaries and delivering seamless entertainment and online gaming experiences to our rapidly expanding customer base. Why Novibet At Novibet, you are empowered to excel, prioritizing growth through listening and learning as part of a group of forward-thinkers and doers continuously adapting to new challenges. We are equally committed to fostering a positive, inclusive, and supportive workplace culture that empowers every individual to thrive. Join us, and you will be part of a team of over 1,200 people worldwide that values collaboration, innovation, and personal growth. What We are looking for As a Customer Care Team Leader , you'll lead the Customer Care team, support agents in resolving complex issues, and ensure a high-quality and seamless customer experience. What you will work on Lead, motivate and develop a team of customer care agents Monitor performance against KPIs Ensure smooth daily operations across multiple support channels like chat, email and phone Handle escalations related to accounts, payments, withdrawals and betting disputes Coach team members through regular feedback and development plans Identify training needs, especially around product knowledge and compliance Ensure adherence to company policies, KYC procedures and responsible gaming guidelines Manage workload during peak periods and optimize team performance What you bring High School or Bachelor's degree from an accredited University Fluency in Spanish and English, both written and verbal, with the ability to communicate clearly and professionally in a customer-facing environment 2+ years of experience in customer support Proven experience in team leadership, coaching, and mentoring, with the ability to support agent development and performance improvement Strong understanding of KPIs and experience in performance monitoring and management Excellent communication, problem-solving, and decision-making skills, with a customer-centric mindset Ability to manage multiple priorities, maintain focus, and ensure consistent workflow in a dynamic environment Flexibility to work in 24/7 shifts, including weekends 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.