Customer And Ombudsman Manager
1 dia atrás
OverviewWhy Join Us?Competitive salary (BRL 20,000/month)100% remote – work from anywhere in BrazilJoin a high-growth, fast-paced company at the forefront of online entertainmentWho You Will Work ForOur client is a rapidly growing player in the online gaming industry, offering a wide range of digital entertainment experiences including casino games, sports betting, and crash games.With a bold brand, innovative approach, and strong presence across Latin America, the company is focused on delivering seamless, secure, and engaging experiences to its users.They're expanding quickly and are looking for top talent to help shape the future of their customer experience in Brazil.Why This RoleAs the Customer and Ombudsman Manager, you'll be a key advocate for customers—ensuring their voices are heard and their concerns are resolved with empathy, speed, and full regulatory compliance.You'll take the lead on managing complaints across official platforms, liaising with local consumer protection agencies, and driving improvements in how customer issues are handled.This is a high-impact role where your experience and insight can make a real difference.ResponsibilitiesManage the end-to-end complaints process, including escalations and resolutionAct as the main point of contact for Procon, Consumidor.gov.br, Reclame Aqui, and similar platformsServe as an internal ombudsman for complex and sensitive customer casesTrack and analyse complaints data to spot trends and improve processesEnsure full compliance with Brazilian consumer protection laws and company policiesCollaborate with cross-functional teams including customer support, legal, compliance, and operationsMaintain and report on key metrics related to complaints, satisfaction, and complianceAdvocate for the customer experience across the organisationQualifications5+ years in customer service, complaints, or ombudsman roles in BrazilDeep understanding of Brazilian consumer rights frameworks (e.g. Procon, Senacon)Experience handling cases via official channels like Reclame Aqui and Consumidor.gov.brFluent in both Portuguese and EnglishStrong communication, problem-solving, and conflict resolution skillsExperience in a multinational, remote, or fast-paced digital environment is a plusReady to lead customer advocacy at a company that's redefining online entertainment in Brazil?We'd love to hear from you.#J-*****-Ljbffr
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