Customer Success Lead

Betty is an innovative entertainment company pioneering at the intersection of real-money online casinos and casual mobile gaming. Our mission is to redefine the online casino experience by offering a uniquely transparent environment where players can relax, unwind, and enjoy themselves safely. We are committed to accessibility, fairness, and inclusivity, fostering a community of like-minded individuals who value ethical gaming practices and prioritize our players' safety and enjoyment above everything else.

This is a foundational role. As our Customer Success Lead in Buenos Aires, you won't just manage a team; you'll build one. In the early days, you'll be hands-on: learning the ropes of Betty's customer success operations firsthand.

As the team grows, you will:

• Lead the recruitment, onboarding, and training of the Latam Customer Success team.
• Design and deliver training programs for new CS Specialists, ensuring consistent quality standards across the region.
• Oversee daily CS operations including shift management, task prioritization, and team scheduling.
• Conduct regular 1:1s to review performance metrics, provide coaching, and support team development.
• Handle complex customer escalations, ensuring timely and effective resolution.
• Monitor KPIs and drive initiatives to improve customer satisfaction, response times, and team performance.
• Identify inefficiencies in workflows and tools, proposing and implementing improvements.

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