Senior Customer Engagement Analyst
Brazil
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.
Position Overview:
Superbet is seeking a hands-on Senior Customer Engagement Analyst to become an integral part of our in-house Customer Service team. In this role, you will be directly involved in communicating with our customers, providing support, and resolving issues promptly. Your focus will be on delivering a seamless and positive experience for every customer interaction.
Key Responsibilities:
- Actively respond to customer inquiries and complaints across channels such as Reclame Aqui and Procon.
- Provide clear, accurate, and empathetic communication to resolve customer issues efficiently.
- Maintain a strong presence on the Reclame Aqui website, managing and addressing customer feedback and complaints to ensure high levels of satisfaction.
- Monitor customer interactions and feedback to identify trends and common issues.
- Collaborate closely with the product and technical teams to resolve complex customer issues.
- Update and maintain accurate records of customer interactions in the CRM system.
- Continuously improve response times and quality by identifying gaps in existing processes and suggesting improvements.
- Engage with customers to understand their needs and advocate for their concerns within the company.
- Prepare and share regular reports on customer interaction metrics and insights with the team.
Required Skills & Qualifications:
- Bachelor’s degree in Marketing, Business, Communications, or a related field.
- 2+ years of experience in a customer service or customer engagement role.
- Strong communication skills, both written and verbal, with a customer-first mindset.
- Hands-on experience managing customer feedback platforms like Reclame Aqui is highly desirable.
- Ability to remain calm and composed in high-pressure situations.
- Proficiency in using CRM systems and customer service tools.
- Excellent problem-solving abilities with a focus on customer satisfaction.
- Experience in the online gaming or betting industry is a plus.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
About us:
Superbet is a tech & entertainment company founded in 2008, with the mission of bringing exciting, technology-powered entertainment in sports & gaming to millions of customers around the world.
The Group is present in 12 countries, in terms of operations or tech hubs, with the most important markets being Romania, Poland, Belgium, Serbia and Brazil.
In 2019, Superbet received €175 million strategic investment from Blackstone Inc., the world's largest private equity fund, to drive business growth and scalability.
As leaders in compliance and best practices, Superbet Group is member of the International Betting Integrity Association (IBIA) and the only company which has won four times the Best Sports Betting Operator in CEE award at the Central and Eastern European Gaming Conference (CEEGC).
