Customer Service Manager

Customer Service Manager

Build the future with Equipo123GO

Equipo123GO is building a new digital entertainment operation in Mexico.

We are looking for a Customer Service Manager to lead the strategy, operation, and evolution of our customer service team for the Mexican market.

This position will play a fundamental role in building a culture of exceptional service from day one. You will be responsible for developing processes, leading teams, establishing performance indicators, and ensuring an efficient, close, and customer-oriented service experience.

Your mission

Design, implement, and lead Equipo123GO's Customer Service strategy in Mexico.

You will work closely with Management and the Operations, Payments, Fraud, CRM, Product, and Technology departments to ensure a top-tier customer experience throughout the user journey.

Your goal will be to build an efficient, scalable, and results-oriented Customer Service department, developing a high-performance team and promoting a culture focused on customer satisfaction and continuous improvement.

What you will do

* Design and implement the Customer Service strategy for the company's launch and growth.

* Lead, develop, and motivate the Customer Service team.

* Define processes, policies, and service standards aligned with industry best practices.

* Oversee key indicators such as customer satisfaction, response times, first-contact resolution, service quality, and team productivity.

* Implement training, development, and performance evaluation programs.

* Manage complex cases and ensure efficient resolution of critical incidents.

* Work in coordination with the Operations, Payments, Fraud, CRM, and Product departments to continuously improve the customer experience.

* Identify opportunities for process automation and optimization.

* Prepare periodic performance reports, opportunities, and improvement plans for Management.

* Participate in the construction and future growth of the Customer Service department.

What we are looking for

Indispensable requirements

* Proven experience leading Customer Service, Customer Support, or Contact Center teams.

* Experience managing service operations with medium to large-sized teams.

* Experience developing processes, indicators, and continuous improvement strategies.

* Ability to analyze performance metrics and make results-oriented decisions.

* Excellent leadership, communication, and problem-solving skills.

* Analytical profile, customer-oriented, and ability to work in dynamic environments.

* Availability to work under a hybrid scheme in Monterrey, Nuevo León.

It will be a plus if you also have…

* Experience in the iGaming or digital entertainment industry.

* Experience in companies with high customer service volume such as fintech, e-commerce, telecommunications, banking, technology, or BPO.

* Experience implementing customer service tools, CRM, or omnichannel platforms.

* Intermediate or advanced English.

* Experience participating in the launch of new operations.

* Experience building processes or teams from their early stages.

iGaming experience will be highly valued. However, we will also consider candidates from companies recognized for offering a high-level customer service, as long as they can demonstrate solid results in operational leadership, team management, and customer experience improvement.

We particularly value the ability to develop people, solve problems, implement efficient processes, and build a culture of exceptional service.

Why join Equipo123GO?

* You will lead the construction of the Customer Service area for a new brand in Mexico.

* You will directly participate in strategic decisions alongside Management.

* You will have autonomy to design processes, develop teams, and implement improvements.

* Your work will have a direct impact on our customers' satisfaction and loyalty.

* You will be part of a professional, collaborative, and results-oriented team.

* You will have real growth opportunities within an organization with a long-term vision.

What we offer

* Competitive compensation commensurate with experience.

* Legal benefits.

* Hybrid work scheme.

* Real professional development opportunities.

* Autonomy to propose and implement initiatives.

* A professional, collaborative, and results-oriented environment.

Location and modality

Monterrey, Nuevo León

Hybrid modality, with regular office attendance.

We may also consider candidates from other cities who have real availability to relocate to Monterrey.

How to apply

Submit your application directly through LinkedIn.

Let's build something extraordinary together

At Equipo123GO, we believe that great companies are built with great people.

If you are looking for a project where you can build, make decisions, and generate a real impact from day one, we want to meet you.