BR Customer Experience Lead

Sporty's sites are some of the most popular on the internet, consistently staying in Alexa's list of top websites for the countries they operate in.

BR Customer Experience Lead
Brazil, São Paulo

As the Customer Experience Lead at Sporty, you will be responsible for acting as a main point of contact in Brazil for all customer experience related topics, establishing customer experience practices and procedures as well as leading and overseeing customer experience operations including correspondence between the business and our customers across all available channels.

You will be responsible for working independently as well as collaboratively with local and global teams, different departments and our growing customer base in Brazil.

Responsibilities

1. Collect, analyze, and interpret consumer data from various sources such as surveys, interviews, focus groups, and customer support channels. Identify patterns, trends, and correlations in consumer behavior to help drive strategic decision-making from other internal departments.
2. Lead the execution of user research, including direct communication with users. Drive proactive initiatives for continuous customer feedback, incorporating competitor analysis to identify market trends. The goal is to gather insights into user behavior, preferences, and needs, as well as market trends, driving product improvements and innovation.
3. Take full ownership of customer issues and follow problems through to resolution, ensuring customer issues are resolved in a timely manner across our channels.
4. Build sustainable relationships and trust with customers through open and interactive communication.
5. Keep records of users interactions, process users accounts and file documents.
6. Main point of contact in BR for all Customer Services' related topics.
7. Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our product.
8. Provide feedback and coaching to team members to improve their performance and continuously identify work process improvements.

Requirements

1. Strong experience in customer service and market research
2. Experience in the gambling industry is preferred
3. Fluency in English and Portuguese skills (written/spoken)
4. Strong quantitative and analytical skills, capacity to read and interpret data
5. Ability to think strategically, deal with complexity, and work together within a team

Benefits

1. Quarterly bonuses
2. Flexible working hours
3. Top-of-the-line equipment
4. Referral bonuses
5. 30 days paid annual leave
6. Annual company retreat
7. Highly talented, dependable co-workers in a global, multicultural organisation
8. Our teams are small enough for you to be impactful
9. Our business is globally established and successful, offering stability and security to our Team Members

Our Mission

Our mission is to be an everyday entertainment platform for everyone.

Our Operating Principles

1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride

Working at Sporty

The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.

Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.

As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don't have arbitrary shareholder or VC targets to cater to.

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.