Customer Success Manager (ES and EN speaking)

• Possess perfect communication skills.

• High emotional intelligence, empathy and patience when dealing with customers.

• Can and enjoy explaining processes step by step and guiding customers.

• Written and spoken English or/and Spanish (minimum B2).

• Previous experience in customer service in the gaming or iGaming industry (preferred).

• Polished and professional telephone manners

• Flexible and adaptable.

• Disciplined with a strong work ethic.

• Ability to multi-task.

• Stress-resistant.

• Proven ability to meet and exceed targets.

Responsibilities:

• Communicate with Spanish-speaking customers via calls (primarily), email — ensuring a smooth, personalized, and engaging user experience. Present relevant bonus offers to increase activity and satisfaction.

• Identify user needs, understand their preferences and guide them toward the most suitable offers or features.

• Check and investigate issues on the platform by simulating user actions or testing scenarios. Report and document any technical problems clearly.

• Maintain a quality control efficiency of at least 80%.

• Achieve a minimum of 80-100 calls per shift.

• Ensure call efficiency of at least 35%.

• Leverage the existing customer base provided by your team leader for effective outreach.

• Establish strong relationships with customers, gaining their trust and confidence through attentive listening and empathetic communication.

• Demonstrate a comprehensive understanding of the company's products and services, effectively presenting them to customers and highlighting their benefits.

• Address customer objections calmly and persuasively, providing clear and convincing explanations to overcome concerns and secure sales.

• Identify and refer potential VIP customers to the VIP base.

• Escalate user issues to the relevant department and coordinate with internal teams to ensure timely resolution.

• Follow up with clients to ensure issues are resolved and promotions are correctly activated or used.

• Share ideas for feature improvements, user experience enhancements, and workaround solutions with internal teams.

• Inform users about new bonuses, games, and promotions — especially those tailored to their interests.

• Gather feedback directly from players and share insights with Product, Sales, and Marketing teams to improve offerings.

• Assist in onboarding and supporting new team members with product and process training (Spanish support focus).

• Keep clear and accurate records of calls, cases, and work outcomes in Backoffice and internal working files.

• Consistently hit and exceed service KPIs – including contact rate, conversion rate, and customer satisfaction.

• Contribute to the growth of the team by mentoring less experienced agents and sharing your best practices.

• Stay sharp and informed through regular knowledge checks and product training to ensure top performance.

General terms and conditions:

• 9 hours shifts

• 15 working days of paid vacation in a year;

• 12 working days of paid sick leave in a year;