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Solo Quedan 15h! Support Manager...

Solo Quedan 15h! Support Manager...

BettingJobsMexico City, Mexico City, MX
Hace 8 horas
Descripción del trabajo

BettingJobs is working with a new casino and sportsbook operator within the Mexican market who are seeking a Support Manager to join their team based in Mexico City.

Responsibilities :

  • Manage the daily operations of the support team : monitoring queues SLA, CSAT.
  • Escalate complex cases and collaborate with Risk, Payments, CRM, and Tech teams.
  • Perform quality control (QA), conduct coaching sessions and 1 : 1 meetings.
  • Analyse tickets and prepare weekly / monthly reports.
  • Maintain and update knowledge bases, macros, and SOPs.
  • Assist in implementing new tools (chat and ticketing systems, chatbots, RPA).
  • Ensure compliance with KYC / AML and Responsible Gaming (RG) procedures.

Key Requirements :

  • 2+ years of experience in Customer Support within iGaming, fintech, or other high-load B2C environments.
  • Experience with chat and ticketing systems.
  • Fluent in Spanish. English — not mandatory but a plus.
  • Strong understanding of support metrics : SLA, FRT, CSAT, NPS.
  • Basic knowledge of KYC / AML, RG, chargebacks, and payment flows.
  • Excellent communication, de-escalation, and VIP customer management skills.

    • Nice to have :

  • Experience with Sportsbook and risk / fraud monitoring.
  • Understanding of GDPR / LGPD / Mexican labour regulations.
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    Solo Quedan Manager • Mexico City, Mexico City, MX