Customer Engagement Analyst

It's an exciting time to join Superbet, we're entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world.As our business grows, the number of exciting people initiatives grows with it, and we're looking for a new colleague to partner with our team to bring these to life.Job SummarySuperbet is looking for a passionate Customer Engagement Analyst to help us maintain our commitment to customer excellence.This versatile role will involve managing customer feedback across Reclame Aqui, Procon, and social media (SoMe), as well as taking part in internal escalation processes (Tier 2).It's an exciting opportunity for someone eager to grow, communicate effectively, and be part of a fast-paced environment.You will work across multiple departments, dive into trend analysis, and contribute to the company's customer engagement strategy.Key ResponsibilitiesManage and respond to customer feedback across Reclame Aqui, Procon, and social media channels (SoMe).Participate in internal escalation processes (Tier 2) to resolve more complex customer issues.Analyze customer feedback trends and generate insightful reports to identify key issues and opportunities.Collaborate with internal teams to improve customer support strategies and resolve customer concerns.Help maintain Superbet's reputation by addressing issues proactively and ensuring top-notch customer service.Contribute to a customer-first culture and collaborate on initiatives that elevate customer experience across the company.What We're Looking ForEntry-level position, though candidates with some experience in customer service processes, particularly in digital support - are highly encouraged to apply.A communications background is ideal, whether in customer service, support operations, or similar fields.Strong communication skills are essential.Intermediate English level is required for this role.A passion for growth.This is your chance to join an international company where your career can take offExperience with customer service tools (Zendesk, CRM systems) is a plus.Some experience in digital support and customer service processes is desirable.Versatility and a proactive, detail-oriented, and customer-focused mindset are key for this role.About Superbet GroupSuperbet is a global tech and entertainment company committed to delivering thrilling, technology-driven, sports betting and gaming experiences to millions of customers worldwide.Established in ****, in Romania, the Group operates in over 12 countries, with key markets in Romania, Belgium, Poland, Serbia, and Brazil.Superbet's ambitious growth strategy currently focuses on expanding across Europe and Latin America while delivering immersive customer experiences and redefining ways to connect with its audience.Across international markets, the Group's global expansion strategy is driven by innovation, responsible technology, and a passion for supporting iconic sports clubs and athletes.Global Recognition and StandardsIn ****, Blackstone Inc., the world's largest private equity firm, recognized Superbet's vision and achievements with a strategic minority investment of €175 million.In ****, the company further strengthened its financial position through a 1.3 billion Euro refinancing agreement, reinforcing its partnerships with Blackstone and certain funds and accounts managed by HPS Investment Partners, paving the way for an accelerated global growth.As a leader in compliance and best practices, Superbet Group is an active member of the International Betting Integrity Association (IBIA) and the European Betting & Gaming Association (EGBA).