Customer Success Associate

Summary

Join SportyBet's Mexican Customer Success team and deliver exceptional client-centric support. As a Customer Success Associate, you will resolve customer issues, educate users, and ensure complete satisfaction. You will act as a brand ambassador, promoting SportyBet's values. Responsibilities include handling customer queries, conducting cold calls, maintaining customer records, escalating issues, and collaborating with internal teams. You will also provide product feedback and share market insights. This role requires 1–2 years of customer support experience, fluency in English and Spanish, and strong communication skills. The position offers flexible working hours, quarterly performance bonuses, and other benefits.

Requirements

• 1–2 years of experience in customer support or client success
• Passionate about customer care and success management
• Fluent in both English and Spanish (written and verbal)
• Comfortable communicating with customers over the phone
• A team player who thrives in a collaborative environment
• Self-driven and motivated
• Familiarity with support platforms such as Freshdesk, Jira, or Zendesk
• Able to communicate clearly with both customers and internal teams
• Skilled at providing product feedback to improve user experience
• Able to follow company processes and work within defined guidelines
• High emotional intelligence and empathy
• Fast learner who performs well in a fast-paced, high-pressure environment
• Comfortable working remotely in an international team setup

Responsibilities

• Be part of the Mexican Customer Success team, handling customer queries, complaints, and issues
• Educate current and potential customers about SportyBet’s products and services
• Conduct cold calls and follow-up calls as needed
• Maintain a deep understanding of all products and services
• Share product feedback with relevant internal stakeholders
• Conduct customer research and share market insights with internal teams
• Keep accurate and up-to-date customer records
• Escalate priority issues to the Operations team or Team Leader
• Work independently with a high level of attention to detail
• Use problem-solving skills to resolve issues or propose workarounds
• Manage multiple customer interactions across different channels simultaneously
• Collaborate with the International Customer Service team
• Perform other duties as assigned by management
• Participate in weekly team meetings to discuss performance and key updates

Preferred Qualifications

Experience in online gaming or sports betting is a plus

Benefits

• Quarterly performance bonuses
• Flexible working hours
• Top-of-the-line equipment
• Referral bonuses
• 28 days paid annual leave