Customer Service Subject Matter Expert

Handle general customer service contacts and responsible gaming contacts following internal procedures. Investigate customer complaints, establish root causes, and escalate sensitive cases as needed. Record interactions in the ticketing system and report case status to stakeholders. Propose improvements based on recurring issues and coordinate with cross-functional teams.

Fluency in Brazilian Portuguese (C2) and English (B2 minimum). Experience in customer service operations and handling escalated cases. Strong written communication skills and analytical mindset. Availability to work on-site in a rotating shift pattern including weekends.

Fully on-site position at the São Paulo office with a rotating shift pattern covering daytime and early evening hours. Weekend working is required as part of the rotation.