Support Team Lead (LATAM)

We are looking for a Support Team Lead to oversee and develop our Customer Support team across LATAM markets. This role combines people management, quality assurance, operational excellence, and performance analytics.

The ideal candidate has previous experience in the iGaming industry, strong leadership skills, and a data-driven mindset. You will be responsible for ensuring exceptional customer support quality, coaching team members, monitoring KPIs, and driving continuous process improvements.

Key Responsibilities:

• Lead, mentor, and support a team of Customer Support Agents
• Monitor team performance and ensure achievement of operational KPIs
• Conduct regular quality assurance reviews and provide structured feedback
• Analyze support metrics and identify trends, risks, and improvement opportunities
• Handle escalated customer cases and complex operational issues
• Participate in hiring, onboarding, and training new team members
• Develop and maintain support processes, guidelines, and best practices
• Collaborate with Product, Payments, CRM, VIP, and Technical teams to resolve customer-facing issues
• Prepare reports on team performance, customer satisfaction, and operational efficiency

• Drive continuous improvements in customer experience and internal workflows

   

Requirements:

• 2+ years of leadership experience within Customer Support
• Previous iGaming experience is mandatory
• Native or fluent Spanish
• Intermediate English or higher
• Strong analytical and problem-solving skills
• Experience working with support KPIs, SLA management, and quality assurance processes
• Experience onboarding, coaching, and developing support agents
• Ability to manage escalations and independently resolve operational issues
• Strong communication and stakeholder management skills
• Experience working with CRM, Help Desk, or Customer Support platforms

Nice to Have:

• Experience supporting LATAM markets
• Experience working with Zendesk, Intercom, LiveChat, Freshdesk, or similar platforms
• Experience with reporting tools and dashboards
• Knowledge of payment flows and responsible gaming procedures
• Experience building support documentation and knowledge bases

Personal Qualities:

• Proactive and ownership-driven mindset
• Strong leadership and coaching skills
• Attention to detail
• Data-driven decision-making approach
• Excellent organizational skills
• Ability to stay calm under pressure
• Strong sense of accountability
• Positive and solution-oriented attitude