Customer Service Lead

Há 3 dias

São Paulo, São Paulo, Brasil Sporty Group Tempo inteiro

About the Role

We are seeking a highly skilled and experienced Customer Service Lead to join our team at Sporty Group in Brazil. As a key member of our customer service team, you will be responsible for providing exceptional customer service and support to our customers in Brazil.

Key Responsibilities

  1. Customer Service and Support
  • Act as the main point of contact for customer service-related topics in Brazil.
  • Establish and maintain customer service practices and procedures.
  • Lead and oversee customer service operations, including correspondence with customers across all available channels.
Customer Insights and Feedback
  • Collect, analyze, and interpret consumer data from various sources, including surveys, interviews, focus groups, and customer support channels.
  • Identify patterns, trends, and correlations in consumer behavior to inform strategic decision-making.
Team Leadership and Collaboration
  • Lead the execution of user research, including direct communication with users.
  • Drive proactive initiatives for continuous customer feedback and incorporate competitor analysis to identify market trends.
  • Provide feedback and coaching to team members to improve their performance and identify work process improvements.
Operational Excellence
  • Take full ownership of customer issues and follow problems through to resolution.
  • Identify and highlight operational issues and offer solutions and recommendations for enhancements to our product.

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.

What We Offer

  1. Quarterly performance bonuses.
  2. Flexible working hours.
  3. Top-of-the-line equipment.
  4. Education allowance.
  5. Referral bonuses.
  6. 28 days paid annual leave.
  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.

About Sporty Group

Sporty Group is a leading provider of everyday entertainment solutions. Our mission is to create value for users and act in the long-term interests of our company. We focus on product improvements and innovation, and we are committed to being responsible, preserving integrity and honesty, respecting confidentiality and privacy, ensuring stability, security, and scalability, and working hard with passion and pride.

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