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 AreFounded in ****, 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 ****+ 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 NovibetAt 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 forAs 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 onLead, motivate and develop a team of customer care agentsMonitor performance against KPIsEnsure smooth daily operations across multiple support channels like chat, email and phoneHandle escalations related to accounts, payments, withdrawals and betting disputesCoach team members through regular feedback and development plansIdentify training needs, especially around product knowledge and complianceEnsure adherence to company policies,



KYC procedures and responsible gaming guidelinesManage workload during peak periods and optimize team performanceWhat you bringHigh School or Bachelor's degree from an accredited UniversityFluency in Spanish and English, both written and verbal, with the ability to communicate clearly and professionally in a customer-facing environment2+ years of experience in customer supportProven experience in team leadership, coaching, and mentoring, with the ability to support agent development and performance improvementStrong understanding of KPIs and experience in performance monitoring and managementExcellent communication, problem-solving, and decision-making skills, with a customer-centric mindsetAbility to manage multiple priorities, maintain focus, and ensure consistent workflow in a dynamic environmentFlexibility to work in 24/7 shifts, including weekendsWhat we offerWe 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 schemeTop-Notch Equipment: All the tools you need for your roleCareer Growth: Focused career development, performance management, and training opportunitiesInclusive Environment: A welcoming, international, and multicultural teamEngaging Activities: Exciting events, sports, and team-building activitiesAt 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.

📌 Customer Care Team Leader (Mexico) (Xico)
🏢 Novibet
📍 Xico