Overview of the role:

You will be responsible for providing high-quality customer support through digital channels, primarily live chat, ensuring fast, accurate, and customer-focused assistance. The role involves resolving customer and affiliate inquiries, providing detailed information about products and services, and escalating more complex issues to analysts or coordinators when necessary.

What you’ll do:

Deliver customer and affiliate support via live chat, ensuring timely, clear, and effective responses in line with established SLAs.
Provide accurate information about products, services, and platform processes related to gaming operations.
Assess the complexity of incoming requests and escalate complex or sensitive cases to analysts or coordinators when required.
Accurately document customer interactions, issues, and resolutions in CRM systems and support tools.

• Handle inquiries from multiple channels, including Ombudsman, Reclame Aqui, and email, ensuring compliance with SLAs for each channel.
• Stay up to date with company policies, product updates, service changes, and applicable regulations.
• Identify recurring issues, trends, or system gaps and proactively report them to the immediate supervisor to support continuous improvement.

What you’ll bring:

• Strong problem-solving skills and logical reasoning.
• Customer-centric mindset with a focus on service excellence.
• Clear, professional, and empathetic communication skills.
• Agility and ability to manage multiple tasks in a fast-paced environment.
• Attention to detail and strong documentation skills.
• Previous experience in customer support, live chat, or digital service environments is a plus.

👉 It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply. 🚀

Localidade: RECIFE