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The Customer Support Representative plays a key role in ensuring a seamless and positive experience for users of the company's sports betting and casino platform. This position requires strong communication skills, empathy, and problem-solving ability to resolve customer inquiries efficiently. Working on a 24/7 rotating roster, the role supports players in both Portuguese and English, providing professional service and contributing to the continuous improvement of the customer experience. Main Responsibilities: Respond promptly and professionally to customer inquiries via live chat. Resolve issues and complaints, offering appropriate solutions and following up to ensure customer satisfaction. Communicate fluently in both Portuguese and English to assist a diverse customer base. Maintain accurate customer records and liaise with internal teams when escalation is needed. Stay up-todate with company products, promotions, and policies to provide accurate information. Provide feedback and suggestions to improve processes and enhance customer experience. Collaborate with other operational teams to ensure customer needs are met. Work Experience and Skills: Excellent written and verbal communication skills in both Portuguese and English. Prior experience in a customer service role (online, phone-based, or face-to-face). Availability to work Monday to Friday Ability to remain calm and efficient in a fast-paced environment. Desirable Qualifications: Familiarity with the crypto and online betting industry. Previous experience in sports betting or online casino. Experience working with tools such as Slack and G-Suite. Personal Qualities and Behavioural Traits: Strong customer focus with a solution-oriented mindset. Ability to multitask and handle multiple inquiries simultaneously. Self-motivated and capable of working independently without close supervision. Excellent problem-solving skills and resilience under pressure. Strong initiative and proactive approach to improving customer experience. Collaborative team player, willing to share knowledge and support colleagues. The Customer Support Representative will work closely with: Team Leads and Senior Support staff. Payments providers and the internal payments coordination team. Other operational departments such as KYC, Marketing, Affiliates, Tech Support, and VIP.
