The Customer Success Associate will provide client-centric support to customers of a leading betting operator, focusing on resolving issues with first-time resolution, educating customers on products, and promoting the brand. This role is part of the Brazilian Customer Success team within Sporty Group, operating in a fast-paced, international remote environment.
What You'll Do
- Handle customer queries, complaints, and issues as part of the Brazilian Customer Success team
- Educate current and potential customers about the company’s products and services
- Conduct cold calls and follow-up calls
- Maintain 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 the Ops team or Team Leader
- Pay attention to detail and demonstrate strong organizational skills
- Work independently
- Apply analytical problem-solving to resolve issues or provide workarounds
- 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 We're Looking For
- Minimum of 1-2 years of customer support experience
- Passionate about Customer Care and Success Management
- 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 extensive product 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
- Adapt to a fast-paced, high-pressure environment with demanding customers
- Ability to positively collaborate in an international remote work environment
Nice to Have
- Online gaming experience with a focus on sports betting
Technical Stack
- Freshdesk
- Jira
- Zendesk
Team & Environment
- Part of the Brazilian Customer Success team
- Part of international remote team with liaison to International Customer Service team
- Reports to Management and Team Leader
Benefits & Compensation
- 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)
Work Mode
- Local work in São Paulo City with option to work remotely in an international remote work environment
We encourage all qualified applicants to apply. We are committed to providing equal employment opportunities and fostering an inclusive environment.
