Customer Support Agent

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Agent based in Brazil.** We are looking for a customer-focused and proactive professional to deliver exceptional support in a fast-paced, international social gaming environment. In this role, you will serve as a key point of contact for players, handling inquiries and resolving issues across email, live chat, and social media. You will take ownership of complex cases, support high-value customers, and ensure service standards and operational processes are consistently met. Working closely with a collaborative, high-performing team, you will contribute to improving customer satisfaction, player loyalty, and overall service quality. This position offers the opportunity to develop your operational expertise, share knowledge with colleagues, and help shape better customer experiences. If you thrive in a dynamic environment that values accountability, initiative, and continuous improvement, this is an opportunity to make a meaningful impact while growing your career. ### Accountabilities: - **Manage multichannel customer support:** Handle customer inquiries and complaints through email, live chat, and social media, ensuring professional, timely, and helpful responses from initial contact through resolution. - **Resolve complex and escalated cases:** Take ownership of challenging customer issues, investigate underlying problems, collaborate with relevant teams, and maintain clear communication with customers throughout the resolution process. - **Monitor service performance:** Track ticket queues, identify potential service-level agreement (SLA) risks, and help prioritize or redistribute workloads to maintain response times and service quality. - **Execute operational procedures:** 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. - **Support high-value players:** Proactively engage valuable customers, build long-term loyalty, identify appropriate upselling and cross-selling opportunities, and deliver personalized support experiences. - **Contribute to team development:** Assist with onboarding and mentoring new support agents, share best practices, and help colleagues understand internal procedures and service expectations. - **Drive continuous improvement:** 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. - **Maintain quality and accountability:** Follow established processes, meet performance targets, and uphold professional standards in a fast-moving, collaborative environment. ## Requirements: - **Customer support experience:** Proven experience in a customer service or support role, managing high volumes of inquiries across multiple channels, including email, live chat, and social media. - **Strong written communication:** Excellent writing skills, with the ability to communicate clearly, professionally, and empathetically while adapting responses to different customer needs. - **Complex issue resolution:** Demonstrated ability to investigate and resolve escalated cases, remain composed under pressure, take ownership, and follow issues through to completion. - **Customer support tools:** Hands-on experience with platforms such as Zendesk, along with familiarity with ticket management systems and structured support workflows. - **SLA and KPI awareness:** Understanding of service-level agreements, response-time expectations, performance indicators, and ticket prioritization in a high-volume support environment. - **Attention to detail and organization:** Strong organizational skills and the ability to manage operational tasks, documentation, reports, and multiple competing priorities without compromising accuracy. - **Communication and teamwork:** A transparent, proactive approach, with the ability to collaborate effectively, share information, and contribute to a supportive, accountable team culture. - **Adaptability and initiative:** Comfort working in a dynamic environment where priorities can change quickly, with a willingness to take responsibility and contribute to process improvements. - **Industry knowledge:** Experience in social gaming, iGaming, or another regulated, customer-focused industry is a strong advantage. - **Leadership potential:** An interest in mentoring colleagues, sharing knowledge, and developing toward broader operational or team leadership responsibilities is desirable. ## Benefits: - **Remote work:** A fully remote position for candidates based in Brazil. - **Career progression:** A clear development pathway with opportunities to expand responsibilities and grow into operational or team leadership roles. - **Structured onboarding:** A supportive introduction to the role, with clear expectations and measurable milestones to guide your development. - **Ongoing professional development:** Investment in your skills, knowledge, and long-term career growth. - **Meaningful impact:** The opportunity to influence player satisfaction, improve support operations, and contribute directly to product and business outcomes. - **High-performance team environment:** Work alongside a collaborative, motivated team that values ownership, transparency, initiative, and practical problem-solving. - **Inclusive workplace:** A commitment to fair, skills-based hiring that welcomes diverse backgrounds, experiences, and career paths.