BR Customer Success Associate - English and Portuguese Speaking

About the role

As the Customer Success Associate you will be responsible for providing client-centric and customer-focused support with a specific focus on providing world-class support services to a leading betting operator with a commitment to improving the customer-service experience. As a Customer Success Agent you may also be requested to reach out to customers based on guidelines and provide feedback to SportyBet in order to continuously improve our products. Client satisfaction is a top priority at Sporty.

The primary purpose of the Customer Success Agent is to resolve customer issues on First Time Resolution/First Call Resolution (FTR/FCR) basis, educate customers on the company’s products and services, provide product feedback, ensure that customers are fully satisfied and happy to continue using the company’s products and services while actively promoting the brand and acting as a brand ambassador at all times.

What you'll be doing

Be part of the Brazilian Customer Success team and handle customer queries, complaints and issues while educating current/potential customers about the products and services
Conduct cold calls and follow-up calls
Have a full in-depth understanding of the products and services
Provide product feedback to relevant stakeholders
Provide interactive research, in-depth understanding, and informative market behavior to relevant stakeholders
Maintain accurate customer records
Identify and escalate priority issues to Ops team/Team leader
Pay attention to detail and have strong organizational skills
Be able to work independently
Have a strong sense of analytical problem-solving to resolve issues or provide workarounds
Strong ability to multi-task across multiple channels, customers and teams
Liaise with the International Customer Service team
Perform all other duties as assigned by management
Actively participate in weekly updates with the team to review team performance and issues

What you'll bring

Minimum of 1-2 years of customer support experience
Passionate about Customer Care and Success Management
Online gaming experience with a focus on sports betting (advantageous)
Excellent English and Portuguese communication skills, both verbal and written
Feel comfortable in verbally communicating with customers on the phone
Be a Team Player and work collaboratively within a team environment
Self-driven and motivated
Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk
Ability to understand, interpret, and communicate issues both internally and to customers
Ability to provide product extensive feedback to stakeholders
Ability to work within strict guidelines, follow company processes and procedures
Empathetic and high emotional IQ. Fast-learner with an ability to think on their feet, and adapt to a fast-paced, high-pressure environment with demanding customers
Ability to positively collaborate in an international remote work environment

What’s in it for you

We have an office in São Paulo City!
A competitive salary + individual performance based bonuses every quarter
30 days paid annual leave
Brazilian employment contract
Referral bonuses & flash bonuses
Top of the line equipment
Annual company off-site team building
Public transportation vouchers
Food vouchers
Life insurance
TotalPass (gym allowance)
Clude (preventative healthcare)

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.

Details

Location

São Paulo, State of São Paulo, Brazil

Experience

Min. 1 years

Technologies

Freshdesk

Jira

Zendesk

About the role

What you'll be doing

Be part of the Brazilian Customer Success team and handle customer queries, complaints and issues while educating current/potential customers about the products and services
Conduct cold calls and follow-up calls
Have a full in-depth understanding of the products and services
Provide product feedback to relevant stakeholders
Provide interactive research, in-depth understanding, and informative market behavior to relevant stakeholders
Maintain accurate customer records
Identify and escalate priority issues to Ops team/Team leader
Pay attention to detail and have strong organizational skills
Be able to work independently
Have a strong sense of analytical problem-solving to resolve issues or provide workarounds
Strong ability to multi-task across multiple channels, customers and teams
Liaise with the International Customer Service team
Perform all other duties as assigned by management
Actively participate in weekly updates with the team to review team performance and issues

What you'll bring

Minimum of 1-2 years of customer support experience
Passionate about Customer Care and Success Management
Online gaming experience with a focus on sports betting (advantageous)
Excellent English and Portuguese communication skills, both verbal and written
Feel comfortable in verbally communicating with customers on the phone
Be a Team Player and work collaboratively within a team environment
Self-driven and motivated
Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk
Ability to understand, interpret, and communicate issues both internally and to customers
Ability to provide product extensive feedback to stakeholders
Ability to work within strict guidelines, follow company processes and procedures
Empathetic and high emotional IQ. Fast-learner with an ability to think on their feet, and adapt to a fast-paced, high-pressure environment with demanding customers
Ability to positively collaborate in an international remote work environment

What’s in it for you

We have an office in São Paulo City!
A competitive salary + individual performance based bonuses every quarter
30 days paid annual leave
Brazilian employment contract
Referral bonuses & flash bonuses
Top of the line equipment
Annual company off-site team building
Public transportation vouchers
Food vouchers
Life insurance
TotalPass (gym allowance)
Clude (preventative healthcare)

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.