BR Customer Success Associate - English and Portuguese Speaking

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