BR Customer Service Lead

Sporty Group Partnered with some of the World’s greatest Champions including Real Madrid FC, Michael Essien and Eder Militao, we’re on the lookout for some Champions of our own to be a part of the 'Top Ranked Fastest Growing and Most Successful Online Gaming Brand in the World'. Home to SportyBet, SportyTV, Sporty.com, Football.com and the newly launched SportyFM, we continue to lead with innovation and exclusive sports content. Sporty is expanding and we're building the world's go to platform for everyday entertainment. BR Customer Research and Insights Lead Brazil, São Paulo As the BR Customer Research and Insights 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 work independently and collaboratively with local and global teams, different departments and our growing customer base in Brazil. Responsibilities 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. 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. Take full ownership of customer issues and follow problems through to resolution, ensuring customer issues are resolved in a timely manner across our channels. Build sustainable relationships and trust with customers through open and interactive communication. Keep records of users interactions, process users accounts and file documents. Main point of contact in BR for all Customer Services' related topics. Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our product. Provide feedback and coaching to team members to improve their performance and continuously identify work process improvements. Requirements Strong experience in customer service and market research Experience in the gambling industry is preferred Fluency in English and Portuguese (written/spoken) Strong quantitative and analytical skills, capacity to read and interpret data Ability to think strategically, deal with complexity, and work together within a team Please apply with your CV in English What’s In It For You Sporty is a remote first company in pursuit of sustainability A competitive salary + individual performance based bonuses every quarter 28 days paid annual leave Our core working hours are 10am-3pm in your local time zone with flexibility outside of this Referral bonuses & flash bonuses Top of the line equipment Annual company retreats to provide great internal networking opportunities Personalised Support We’re committed to making our recruitment process accessible to everyone. If you need any adjustments or accommodations during the application or interview process, please let us know. Your Move If you're excited about this role, even if you don't meet every requirement, we'd still love to hear from you. We understand candidates may hesitate to apply if they don't meet all requirements, however your unique perspective is what helps us innovate and grow together. If you're interested, we encourage you to apply Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours. #J-18808-Ljbffr