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 oper...