MX Customer Success Associate - Spanish and English
MEXICO
Sporty – SPORTY Operations /
Full-time /
On-site
Sporty Group
Partnered with some of the World’s greatest Champions including Real Madrid FC, Michael Essien and Eder Militao, we’re on the lookout for some Champions of our own to be a part of the 'Top Ranked Fastest Growing and Most Successful Online Gaming Brand in the World'. Home to SportyBet, SportyTV, Sporty.com, Football.com and the newly launched SportyFM, we continue to lead with innovation and exclusive sports content.
Sporty is expanding and we're building the world's go to platform for everyday entertainment.
About the role
As the Customer Success Associate, you will be responsible for delivering client-centric, customer-focused support with a strong emphasis on world-class service for a leading betting operator. This role plays a key part in enhancing the customer experience. You may also engage directly with customers based on internal guidelines and provide valuable product feedback to SportyBet. Customer satisfaction is a top priority.
The primary purpose of this role is to resolve customer issues at the first point of contact (FTR/FCR), educate users on our products and services, and ensure complete customer satisfaction. You will act as a brand ambassador and promote SportyBet’s values at all times.
What you'll be doing
- Be part of the Mexican Customer Success team, handling customer queries, complaints, and issues
- Educate current and potential customers about SportyBet’s products and services
- Conduct cold calls and follow-up calls as needed
- Maintain a deep understanding of all products and services
- Share product feedback with relevant internal stakeholders
- Conduct customer research and share market insights with internal teams
- Keep accurate and up-to-date customer records
- Escalate priority issues to the Operations team or Team Leader
- Work independently with a high level of attention to detail
- Use problem-solving skills to resolve issues or propose workarounds
- Manage multiple customer interactions across different channels simultaneously
- Collaborate with the International Customer Service team
- Perform other duties as assigned by management
- Participate in weekly team meetings to discuss performance and key updates
What you'll bring
- 1–2 years of experience in customer support or client success
- Passionate about customer care and success management
- Experience in online gaming or sports betting is a plus
- Fluent in both English and Spanish (written and verbal)
- Comfortable communicating with customers over the phone
- A team player who thrives in a collaborative environment
- Self-driven and motivated
- Familiarity with support platforms such as Freshdesk, Jira, or Zendesk
- Able to communicate clearly with both customers and internal teams
- Skilled at providing product feedback to improve user experience
- Able to follow company processes and work within defined guidelines
- High emotional intelligence and empathy
- Fast learner who performs well in a fast-paced, high-pressure environment
What’s In It For You
📍 We have an office in a prime location within Mexico City!
💰 A competitive salary + individual performance based bonuses every quarter
🌴 12 days paid annual leave + public holidays
📑 Mexican employment contract
📝 Referral bonuses & flash bonuses
💻 Top of the line equipment
🌍 Annual company off-site team building
✅ Aguinaldo
✅ Prima Vacacional
✅ IMSS (social security)
✅ Vales de Despensa
✅ PTU (profit sharing)
Personalised Support
We’re committed to making our recruitment process accessible to everyone. If you need any adjustments or accommodations during the application or interview process, please let us know.
Your Move
If you're excited about this role, even if you don't meet every requirement, we'd still love to hear from you. We understand candidates may hesitate to apply if they don't meet all requirements, however your unique perspective is what helps us innovate and grow together.
If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.
