BR Customer Experience Lead

Posted 2 Days Ago
Be an Early Applicant
São Paulo
Senior level
Sports
The Role
The Customer Experience Lead will manage customer experience operations in Brazil, acting as the main point of contact for customer-related matters. Responsibilities include analyzing consumer data, leading user research, resolving customer issues, and building relationships with customers to improve product offerings.
Summary Generated by Built In

Sporty's sites are some of the most popular on the internet, consistently staying in Alexa's list of top websites for the countries they operate in.


BR Customer Experience Lead Brazil, São Paulo


As the Customer Experience Lead at Sporty, you will be responsible for acting as a main point of contact in Brazil for all customer experience related topics, establishing customer experience practices and procedures as well as leading and overseeing customer experience operations including correspondence between the business and our customers across all available channels.


You will be responsible for working independently as well as collaboratively with local and global teams, different departments and our growing customer base in Brazil.


Responsibilities


Collect, analyze, and interpret consumer data from various sources such as surveys, interviews, focus groups, and customer support channels. Identify patterns, trends, and correlations in consumer behavior to help drive strategic decision-making from other internal departments.


Lead the execution of user research, including direct communication with users. Drive proactive initiatives for continuous customer feedback, incorporating competitor analysis to identify market trends. The goal is to gather insights into user behavior, preferences, and needs, as well as market trends, driving product improvements and innovation.


Take full ownership of customer issues and follow problems through to resolution, ensuring customer issues are resolved in a timely manner across our channels.


Build sustainable relationships and trust with customers through open and interactive communication.


Keep records of users interactions, process users accounts and file documents.


Main point of contact in BR for all Customer Services' related topics.


Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our product.


Provide feedback and coaching to team members to improve their performance and continuously identify work process improvements.


Requirements


Strong experience in customer service and market research


Experience in the gambling industry is preferred


Fluency in English and Portuguese skills (written/spoken)


Strong quantitative and analytical skills, capacity to read and interpret dataAbility to think strategically, deal with complexity, and work together within a team

Benefits


Quarterly bonuses

Flexible working hours

Top-of-the-line equipment

Referral bonuses

30 days paid annual leave

Annual company retreat

Highly talented, dependable co-workers in a global, multicultural organisation 

Our teams are small enough for you to be impactful

Our business is globally established and successful, offering stability and security to our Team Members


Our Mission


Our mission is to be an everyday entertainment platform for everyone


Our Operating Principles


1. Create Value for Users

2. Act in the Long-Term Interests of Sporty 

3. Focus on Product Improvements & Innovation 

4. Be Responsible 

5. Preserve Integrity & Honesty 

6. Respect Confidentiality & Privacy 

7. Ensure Stability, Security & Scalability 

8. Work Hard with Passion & Pride


Working at Sporty


The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.

Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results. 


As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to. 


We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.

The Company
London
326 Employees
On-site Workplace
Year Founded: 2013

What We Do

Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents.

The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution.

We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.

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