Customer Support Agent

📋 Description

• Manage multichannel customer support: Handle customer inquiries and complaints through email, live
• Resolve complex and escalated cases: Take ownership of challenging customer issues, investigate
• Monitor service performance: Track ticket queues, identify potential service-level agreement (SLA)
• Execute operational procedures: Complete essential tasks, including Big Winners, Play Safety, Legal
• Support high-value players: Proactively engage valuable customers, build long-term loyalty
• Contribute to team development: Assist with onboarding and mentoring new support agents, share best

🎯 Requirements

• Customer support experience: Proven experience in a customer service or support role, managing high
• Strong written communication: Excellent writing skills, with the ability to communicate clearly
• Complex issue resolution: Demonstrated ability to investigate and resolve escalated cases, remain
• Customer support tools: Hands-on experience with platforms such as Zendesk, along with familiarity
• SLA and KPI awareness: Understanding of service-level agreements, response-time expectations
• Attention to detail and organization: Strong organizational skills and the ability to manage

🎁 Benefits

• Remote work: A fully remote position for candidates based in Brazil.
• Career progression: A clear development pathway with opportunities to expand responsibilities and
• Structured onboarding: A supportive introduction to the role, with clear expectations and
• Ongoing professional development: Investment in your skills, knowledge, and long-term career growth.
• Meaningful impact: The opportunity to influence player satisfaction, improve support operations
• High-performance team environment: Work alongside a collaborative, motivated team that values