About Us

NextGen Ventures builds and scales online casino and sports betting brands for players across North America, South America, Europe, Asia, and Africa. We combine entertainment, technology, and data to give our players an experience worth coming back to, and our Customer Support team is at the heart of that.

About the Role

Our players reach out when it matters: a withdrawal, a bonus, a bet that just landed. As Customer Support Supervisor, you lead the team that makes sure every one of those moments is handled fast, accurately, and with care.

You'll own the day-to-day performance of your team, tracking KPIs, coaching agents to reach their targets, and spotting what's slowing them down before it becomes a problem. You'll be the link between agents, players, and leadership, keeping communication clear and the service improving week after week. If you enjoy developing people and turning numbers into better results, this role is for you.

What You'll Do

- Monitor and evaluate agent performance against core support KPIs: response time, resolution time, ticket volume, quality scores, and schedule adherence
- Spot underperformance early and turn it around through coaching, direct feedback, and performance improvement plans
- Build weekly team and individual performance reports that highlight trends, risks, and wins
- Partner with the Head of Customer Support to set targets and turn department goals into clear objectives for each agent
- Guide agents day to day, and escalate complex or sensitive cases when needed
- Analyze recurring issues and workflow bottlenecks,



and recommend process improvements that make the team more efficient
- Track internal team projects and report on their progress
- Take on weekly ad hoc projects from the Head of Customer Support

What You'll Bring

- 2+ years in customer support, with at least 1 year leading, supervising, or mentoring a team
- A proven track record of managing a team against performance metrics and hitting KPI targets
- Hands-on experience with ticketing platforms and their reporting tools (e.g., Zendesk, Intercom, Freshdesk)
- Strong professional English, spoken and written; interviews and daily work for this role are conducted in English
- Excellent written and verbal communication skills
- A coaching mindset: you give direct, constructive feedback and enjoy helping people grow
- Strong organization and the ability to prioritize in a fast-paced, high-volume environment
- Sound judgment on when to resolve something yourself and when to escalate
- Availability to support shift coverage as needed

Why Join Us

- Lead a team that directly shapes how players experience our platforms
- Real ownership: your coaching, reports, and process ideas have a visible impact on team results
- Work closely with the Head of Customer Support and help build a support operation that scales with the business
- Grow your career with a fast-growing entertainment and technology company

Location: Monterrey, MX (Onsite)

Reports to: Head of Customer Support

Schedule: 5 days a week (may include weekends) + 2 rest rotative days, on one of these shifts, with availability to support shift coverage as needed:

- Day Shift
- Night Shift
- Overnight Shift

📌 Customer Support Supervisor (Monterrey)
🏢 NextGen Ventures
📍 Monterrey