BR Customer Research and Insights Lead

Sporty Group is partnering with some of the world's greatest champions, including Real Madrid FC, Michael Essien and Eder Militao, and we’re looking for champions of our own to be 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 act as the main point of contact in Brazil for all customer experience related topics, establishing customer experience practices and procedures. You will oversee 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 across 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. Gather insights into user behavior, preferences and needs, and market trends, to drive product improvements and innovation. Take full ownership of customer issues and follow problems through to resolution, ensuring timely resolution across our channels. Build sustainable relationships and trust with customers through open and interactive communication. Keep records of user interactions, process user accounts and file documents. Serve as main point of contact in Brazil 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 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 and spoken). Strong quantitative and analytical skills, capacity to read and interpret data. Ability to think strategically, deal with complexity, and work collaboratively within a team. What’s In It For You Sporty is a remote‑first company in pursuit of sustainability. Competitive salary plus individual performance‑based bonuses every quarter. 28 days paid annual leave. Core working hours 10 am–3 pm local time 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. If you’re excited about this role, even if you don’t meet every requirement, we’d still love to hear from you. 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