Customer Service Supervisor

About the position

We will operate Customer Service 24/7 from day one. We are looking for a Customer Service Supervisor who wants to lead shifts, maintain service quality under pressure, and serve as the bridge between the team of agents and the operational management.

This position will be responsible for overseeing the operations of the team of agents during their shift, resolving escalations, and ensuring compliance with service standards in a continuous operating environment.

We are looking for a person with customer service experience, leadership skills, and the ability to maintain service quality under pressure in high-volume environments.

What you will do

• Supervise the operations of the customer service team during the assigned shift.
• Monitor the performance of agents in real time and provide timely feedback.
• Resolve escalations related to payments, bonuses, accounts, and complex situations.
• Ensure compliance with established response times and quality standards.
• Support the onboarding and training of new agents in coordination with the CS Manager.
• Identify and report recurring service or platform issues to the CS Manager.
• Manage operational incidents during the shift and coordinate with Payments and IT when necessary.
• Prepare shift reports with activity metrics, incidents, and team performance.

What we are looking for

• Experience in customer service, preferably in iGaming, fintech or digital services.
• Leadership skills and the ability to manage teams in high-demand environments.
• Knowledge of processes related to payments, bonuses, and account management.
• Ability to make quick decisions and solve complex situations under pressure.
• Excellent communication and organizational skills.
• Availability to work in rotating shifts, including weekends and holidays.
• Professional level of Spanish. Basic or intermediate English.

What we offer

• Competitive salary based on experience and skills.
• Legal benefits in accordance with Mexican labor legislation.
• In-person position in our offices in Monterrey, N.L.
• Opportunity to lead a customer service team from its early stages.
• Clear career path towards management positions within the Customer Service area.
• A collaborative environment where your ideas will have real impact from day one.
• Opportunities for professional development as the company continues to expand.