About the Position

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

This position will be responsible for overseeing agent team operations during their shift, resolving escalations, and ensuring adherence to service standards in a 24/7 operating environment.

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

What You'll Do

• Supervise customer service team operations during the assigned shift.
• Monitor agent performance 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 as needed.
• Prepare shift reports with activity metrics, incidents, and team performance.

What We Are Looking For

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

What We Offer

• Competitive salary commensurate with experience and skills.
• Statutory benefits in accordance with Mexican labor law.
• On-site position in our Monterrey, N.L. offices.
• Opportunity to lead a customer service team from its early stages.
• Clear career path towards management positions within Customer Service.
• Collaborative environment where your ideas will have a real impact from day one.
• Professional development opportunities as the company continues to expand.