Customer Care Manager (LATAM)

Customer Care Manager

As a Customer Care Manager at Novibet, you'll ensure customer satisfaction by leading support teams, resolving complaints, and maintaining service quality standards. You will also analyze customer feedback to improve processes and build stronger customer relationships.

Responsibilities

• Strategically lead the development and implementation of customer operational management teams (in-house and outsourcing) for Spanish-speaking markets.
• Oversee Spanish customer care teams across the LATAM region, managing daily workflows and ensuring operational efficiency.
• Develop, coach, and mentor team members, fostering high performance, professional growth, and an inclusive team culture.
• Act as a key point of escalation for complex customer issues, driving swift resolution to enhance satisfaction.
• Design and execute strategies to improve customer service processes, satisfaction metrics (e.g. CSAT), and operational KPIs.
• Monitor and analyze customer feedback and operational data to identify trends and drive continuous improvement.
• Ensure seamless operation of customer support channels (email, chat, phone, social media).
• Collaborate with cross-functional teams to align on service improvements and meet evolving customer needs.
• Lead recruitment efforts, system/tool implementations, and policy development to establish high-performing customer service teams.

Qualifications

• BSc in Business Administration or in a relevant field would be an asset
• 3+ years of experience in customer management, preferably within contact center or customer operations.
• Project management expertise, with a track record of successfully leading operational initiatives.
• Proficiency in English and Spanish; additional languages (e.g., Greek) are a plus.
• Strong leadership, coaching, and mentoring skills, with a focus on fostering an inclusive culture.
• Excellent communication, organizational, and problem-solving abilities.
• Analytical mindset with experience in data-driven decision-making and trend analysis.

Benefits

• Competitive Compensation: Attractive salary and bonus scheme
• Top-Notch Equipment: All the tools you need for your role
• Career Growth: Focused career development, performance management, and training opportunities
• Inclusive Environment: A welcoming, international, and multicultural team
• Engaging Activities: Exciting events, sports, and team-building activities

At 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.