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.