Customer Support Agent

<h3>Accountabilities:</h3><li>
<strong>Manage multichannel customer support:</strong>Handle customer inquiries and complaints through email, live chat, and social media, ensuring professional, timely, and helpful responses from initial contact through resolution.</li><li>
<strong>Resolve complex and escalated cases:</strong>Take ownership of challenging customer issues, investigate underlying problems, collaborate with relevant teams, and maintain clear communication with customers throughout the resolution process.</li><li>
<strong>Monitor service performance:</strong>Track ticket queues, identify potential service-level agreement (SLA) risks, and help prioritize or redistribute workloads to maintain response times and service quality.</li><li>
<strong>Execute operational procedures:</strong>Complete essential tasks, including Big Winners, Play Safety, Legal View, end-of-shift reports, and Zendesk problem tickets, with accuracy, consistency, and attention to deadlines.</li><li>
<strong>Support high-value players:</strong>Proactively engage valuable customers, build long-term loyalty, identify appropriate upselling and cross-selling opportunities, and deliver personalized support experiences.</li><li>
<strong>Contribute to team development:</strong>Assist with onboarding and mentoring new support agents, share best practices, and help colleagues understand internal procedures and service expectations.</li><li>
<strong>Drive continuous improvement:</strong>Identify recurring customer concerns and emerging trends, communicate insights to the Customer Support Manager, and contribute ideas that improve workflows, customer satisfaction, and operational efficiency.</li><li>
<strong>Maintain quality and accountability:</strong>Follow established processes, meet performance targets, and uphold professional standards in a fast-moving, collaborative environment.</li><h2>Requirements:</h2><li>
<strong>Customer support experience:</strong>Proven experience in a customer service or support role, managing high volumes of inquiries across multiple channels, including email, live chat, and social media.</li><li>
<strong>Strong written communication:</strong>Excellent writing skills, with the ability to communicate clearly, professionally, and empathetically while adapting responses to different customer needs.</li><li>
<strong>Complex issue resolution:</strong>Demonstrated ability to investigate and resolve escalated cases, remain composed under pressure, take ownership, and follow issues through to completion.</li><li>
<strong>Customer support tools:</strong>Hands-on experience with platforms such as Zendesk, along with familiarity with ticket management systems and structured support workflows.</li><li>
<strong>SLA and KPI awareness:</strong>Understanding of service-level agreements, response-time expectations, performance indicators, and ticket prioritization in a high-volume support environment.</li><li>
<strong>Attention to detail and organization:</strong>Strong organizational skills and the ability to manage operational tasks, documentation, reports, and multiple competing priorities without compromising accuracy.</li><li>
<strong>Communication and teamwork:</strong>A transparent, proactive approach, with the ability to collaborate effectively, share information, and contribute to a supportive, accountable team culture.</li><li>
<strong>Adaptability and initiative:</strong>Comfort working in a dynamic environment where priorities can change quickly, with a willingness to take responsibility and contribute to process improvements.</li><li>
<strong>Industry knowledge:</strong>Experience in social gaming, iGaming, or another regulated, customer-focused industry is a strong advantage.</li><li>
<strong>Leadership potential:</strong>An interest in mentoring colleagues, sharing knowledge, and developing toward broader operational or team leadership responsibilities is desirable.</li><h2>Benefits:</h2><li>
<strong>Remote work:</strong>A fully remote position for candidates based in Brazil.</li><li>
<strong>Career progression:</strong>A clear development pathway with opportunities to expand responsibilities and grow into operational or team leadership roles.</li><li>
<strong>Structured onboarding:</strong>A supportive introduction to the role, with clear expectations and measurable milestones to guide your development.</li><li>
<strong>Ongoing professional development:</strong>Investment in your skills, knowledge, and long-term career growth.</li><li>
<strong>Meaningful impact:</strong>The opportunity to influence player satisfaction, improve support operations, and contribute directly to product and business outcomes.</li><li>
<strong>High-performance team environment:</strong>Work alongside a collaborative, motivated team that values ownership, transparency, initiative, and practical problem-solving.</li><li>
<strong>Inclusive workplace:</strong>A commitment to fair, skills-based hiring that welcomes diverse backgrounds, experiences, and career paths.</li>