Sporty Group
MX Customer Success Team Lead – Spanish and English
The Role
Sporty Group
Partnered with some of the World’s greatest Champions including Real Madrid FC, Michael Essien and Eder Militao, we’re on the lookout for some Champions of our own to be a part of the 'Top Ranked Fastest Growing and Most Successful Online Gaming Brand in the World'. Home to SportyBet, SportyTV, Sporty.com, Football.com and the newly launched SportyFM, we continue to lead with innovation and exclusive sports content.
Sporty is expanding and we're building the world's go to platform for everyday entertainment.
About the role
SportyBet is looking for a highly motivated and bilingual Customer Success Team Lead to oversee and support our growing Customer Success team in Mexico. In this role, you will lead from the front—coaching associates, driving performance, and ensuring the team delivers world-class support to our customers. You’ll play a critical role in optimising team operations, fostering a customer-first mindset, and representing the voice of the customer within SportyBet.
The purpose of this role is to lead a high-performing Customer Success team, ensure operational excellence, and champion best-in-class customer experiences. You’ll manage team workflows, mentor associates, and serve as the escalation point for high-priority issues, while also working cross-functionally to improve our product and processes.
What you'll be doing
- Lead and manage the Mexican Customer Success team, setting performance expectations and KPIs
- Monitor daily operations and ensure timely resolution of customer queries, complaints, and escalations
- Provide coaching, support, and regular feedback to team members to help them grow and excel
- Collaborate with international counterparts to ensure consistent service quality across regions
- Analyse team performance data and generate insights for continuous improvement
- Handle complex or escalated customer cases directly when necessary
- Partner with the Operations and Product teams to communicate customer feedback and propose enhancements
- Ensure the team maintains accurate, up-to-date records in support platforms (e.g., Freshdesk, Jira, Zendesk)
- Oversee adherence to internal guidelines, SLAs, and compliance standards
- Promote a positive team culture rooted in SportyBet’s values and customer obsession
- Organise and lead regular team meetings and 1:1s.
- Support recruitment, onboarding, and training of new team members.
- Collaborate with other team leads to improve workflows and customer service strategies.
- Take ownership of special projects or initiatives as assigned by management.
What you'll bring
- 4-5+ years of experience in customer support, with at least 2 years in a team lead or supervisory role
- Strong background in customer success within a digital or high-volume support environment
- Bilingual in English and Spanish (written and verbal)
- Experience in online gaming, fintech, or sports betting is a plus
- Proven ability to lead, coach, and develop high-performing teams
- Familiarity with support platforms such as Freshdesk, Jira, or Zendesk
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Able to remain calm under pressure and make sound decisions quickly
- High emotional intelligence, empathy, and a customer-first mindset
- Comfortable working in a fast-paced, international environment
What’s In It For You
📍 We have an office in a prime location within Mexico City!
💰 A competitive salary + individual performance based bonuses every quarter
🌴 12 days paid annual leave + public holidays
📑 Mexican employment contract
📝 Referral bonuses & flash bonuses
💻 Top of the line equipment
🌍 Annual company off-site team building
✅ Aguinaldo
✅ Prima Vacacional
✅ IMSS (social security)
✅ Vales de Despensa
✅ PTU (profit sharing)
Personalised Support
We’re committed to making our recruitment process accessible to everyone. If you need any adjustments or accommodations during the application or interview process, please let us know.
Your Move
If you're excited about this role, even if you don't meet every requirement, we'd still love to hear from you. We understand candidates may hesitate to apply if they don't meet all requirements, however your unique perspective is what helps us innovate and grow together.
If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.
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The Company
What We Do
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents. The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution. We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.
