Customer Success BR & MX

Навыки

• Customer Success
• iGaming / betting
• Jira
• Service Desk
• Zendesk / Freshdesk / Intercom

О компании и продукте

• Sporty Group is a consumer internet and technology business with a sports media, gaming, social and fintech platform serving millions of daily active users, run out of hubs in more than 10 countries. We're home to SportyBet, SportyTV, Sporty.com, Football.com and SportyFM, and we're partnered with Real Madrid FC, Michael Essien and Éder Militão.
• LATAM is one of our fastest-moving markets, and Customer Success sits at the front of it.
• Our Customer Success team owns every first interaction a user has with us. You'd be resolving queries, complaints and issues across chat, email and phone, educating users on how our products work, and feeding what you hear back to the people who build them.

Задачи

• Resolving issues at first contact (we track FTR/FCR seriously)
• Handling outbound and follow-up calls alongside inbound volume
• Knowing our products in genuine depth, not script-deep
• Escalating priority issues quickly to Ops and your Team Leader
• Passing product and market feedback to stakeholders
• Keeping clean, accurate customer records
• Working with our international CS teams across time zones
• This isn't a live vacancy
• We hire Customer Success Associates in São Paulo and Mexico City on a rolling basis
• Register your interest and we'll reach out as a role becomes available in your city

Требования

• 1–2 years in customer support, contact centre, or client success
• Fluent Portuguese and English (São Paulo) or fluent Spanish and English (Mexico City), spoken and written
• Comfortable on the phone with customers, not just on chat
• Familiar with a service desk: Freshdesk, Zendesk, Jira or similar
• Composed under pressure, high volume, demanding users
• Willing to work a rotational shift pattern including weekends and public holidays
• Online gaming or sports betting experience is a plus, not a requirement
• São Paulo or Mexico City. These are in-office roles, so you need to be in one of those cities or ready to relocate at your own cost
• What you get
• Competitive local salary plus quarterly performance bonuses
• Local employment contract and benefits package
• Top-of-the-line equipment
• Annual company off-site
• Referral and flash bonuses
• A team that promotes from within a lot of our LATAM Team Leaders started as Associates
• How this works
• Register your interest and a recruiter reviews it — every profile is read by a person, AI isn't used in our recruitment process
• If there's a fit now, we'll be in touch inside 48 hours
• If not, you stay in the pool and we'll come back to you when a seat opens in your city
• If you need any adjustments to the application or interview process, tell us

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