BR Customer Success Team Lead – Spanish and English

About the role The purpose of this role is to lead a high-performing Customer Success team, ensure operational excellence, and champion best-in-class customer experiences. You’ll manage team workflows, mentor associates, and serve as the escalation point for high-priority issues, while also working cross-functionally to improve our product and processes. What you'll be doing Primary Responsibilities Lead and manage the Customer Success team, setting performance expectations and KPIs. Monitor daily operations and ensure timely resolution of customer queries, complaints, and escalations. Provide coaching, support, and regular feedback to team members to help them grow and excel. Collaborate with international counterparts to ensure consistent service quality across regions. Analyse team performance data and generate insights for continuous improvement. Handle complex or escalated customer cases directly when necessary. Partner with the Operations and Product teams to communicate customer feedback and propose enhancements. Ensure the team maintains accurate, up-to-date records in support platforms (e.g., Freshdesk, Jira, Zendesk). Oversee adherence to internal guidelines, SLAs, and compliance standards. Promote a positive team culture rooted in SportyBet’s values and customer obsession. Secondary Responsibilities Organise and lead regular team meetings and 1:1s. Support recruitmen