Customer Care Manager (Spanish Speaking Markets)

Join Novibet as a Customer Care Manager and Drive Global Growth!Are you ready to take on a key role in a dynamic, fast-growing company? If you have a passion for customer service and thrive in a fast-paced environment, this could be the right opportunity for you.
Who We AreFounded in 2010, Novibet is an established global GameTech company operating in Europe, the Americas, and other international markets (Greece, Brazil, Mexico, Malta, Ireland, Cyprus, Chile, Finland and New Zealand), with hubs in Greece, Malta, Brazil, and Mexico and more than 1,400 employees worldwide. We are driven by technology and innovation, continuously evolving our proprietary platform to deliver seamless and engaging online entertainment experiences to our growing customer base.
Why NovibetAt Novibet, you'll be empowered to take on meaningful challenges, develop your skills and contribute ideas that make a difference. Certified asa Great Place to Work® several years in a row, in Greece, Malta and Brazil, we are a global team, united by a culture of trust, inclusion and shared learning.Join us and become part of a global team where collaboration, innovation and continuous growth drive everything we do.
What you will work onStrategically lead the development and implementation of customer operational management teams (in-house and outsourcing) for Spanish-speaking marketsOversee Spanish customer care teams across the LATAM region, managing daily workflows and ensuring operational efficiencyDevelop, coach, and mentor team members, fostering high performance, professional growth, and an inclusive team cultureAct as a key point of escalation for complex customer issues, driving swift resolution to enhance satisfactionDesign and execute strategies to improve customer service processes, satisfaction metrics (e.g. CSAT), and operational KPIsMonitor and analyze customer feedback and operational data to identify trends and drive continuous improvementEnsure 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 needsLead recruitment efforts, system/tool implementations, and policy development to establish high-performing customer service teams
What you bringBSc in Business Administration or in a relevant field would be an asset3+ years of experience in customer management, preferably within contact center or customer operationsProject management expertise, with a track record of successfully leading operational initiativesProficiency in English and Spanish; additional languages (e.g., Greek) are a plusStrong leadership, coaching, and mentoring skills, with a focus on fostering an inclusive cultureExcellent communication, organizational, and problem-solving abilitiesAnalytical mindset with experience in data-driven decision-making and trend analysis
What we offerWe truly value our people at Novibet! Within our vibrant, dynamic, and fast-paced environment, we encourage everyone to reach their full potential while enjoying every step of the journey. Here's how we make that happen:💰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.