Customer Success Team Lead

Responsibilities

• Lead and manage the Customer Success team, setting performance expectations and KPIs
• Monitor daily operations to ensure timely resolution of customer queries, complaints, and escalations
• Provide coaching, support, and regular feedback to team members to drive professional growth
• Collaborate with international counterparts to ensure consistent service quality across regions
• Analyze team performance data and generate insights for continuous process improvement
• Partner with Operations and Product teams to communicate customer feedback and propose product enhancements
• Oversee adherence to internal guidelines, SLAs, and compliance standards
• Handle complex or escalated customer cases directly when necessary

Requirements

• 4-5+ years of experience in customer support
• 2+ years of experience in a team lead or supervisory role
• Bilingual proficiency in both English and Spanish (written and verbal)
• Strong background in customer success within a digital or high-volume support environment
• Experience using support platforms such as Freshdesk, Jira, or Zendesk
• Proven ability to lead, coach, and develop high-performing teams
• Excellent communication, interpersonal, and problem-solving skills
• Ability to remain calm under pressure and make sound decisions in a fast-paced environment

Preferred Qualifications

• Experience in online gaming, fintech, or sports betting industries

About the Company

Sporty Group is a leading international technology company dedicated to delivering best-in-class digital experiences. We pride ourselves on a culture of customer obsession and operational excellence.