Ombudsperson

Job Title: Ombudsman

Department: Legal

Reports to: Legal & Compliance Lead

In this strategic position, the Ombudsman serves as an impartial link between the company and its Brazilian customer base, focusing on the fair and transparent resolution of escalated complaints. The role requires independent judgment, regulatory knowledge, and a strong customer-centric mindset, with the ultimate goal of improving customer trust and ensuring compliance with Brazilian laws and gaming regulations.

Main Responsibilities:

• Serve as the main escalation point for customer complaints requiring detailed analysis beyond standard support processes.
• Conduct thorough investigations into disputes, reviewing customer narratives, internal records, and team actions to fully understand each case.
• Assess complaints using principles of fairness, contractual duties, Brazilian consumer law, and best practices in the iGaming and betting sectors.
• Analyze complaint trends to uncover systemic issues, vulnerabilities in services or policies, and opportunities for improvement.
• Recommend and lead corrective measures that enhance both compliance and customer satisfaction.
• Keep complete and updated documentation of all complaints, investigations, and resolutions to ensure auditability and transparency.
• Ensure all actions and resolutions comply with relevant Brazilian legislation and industry-specific regulations.
• Assist in responses to public complaint channels such as Consumidor.gov, Reclame Aqui, and Procons.
• Build strong, trust-based relationships with customers through transparent communication and integrity in resolutions.
• Collaborate actively with internal stakeholders (Legal, Product, Customer Support, Operations, and Responsible Gaming) to support investigations and implement improvements.

Desired Experience:

• At least 5 years of experience in compliance, legal, consumer protection, or risk management roles.
• Certification as an Ombudsman is required.
• Excellent organizational skills with high attention to detail.
• Effective communicator, both written and verbal.
• Comfortable in dynamic and fast-paced work environments.
• Prior experience in the iGaming or online betting industry is beneficial but not mandatory.
• Naturally analytical, proactive, and results-focused.