The Role
The Customer Success Associate resolves customer issues, educates clients on products, and ensures customer satisfaction through effective communication and support.
Summary Generated by Built In
Sporty Group
Partnered with some of the World’s greatest Champions including Real Madrid FC, Michael Essien and Eder Militao, we’re on the lookout for some Champions of our own to be a part of the 'Top Ranked Fastest Growing and Most Successful Online Gaming Brand in the World'. Home to SportyBet, SportyTV, Sporty.com, Football.com and the newly launched SportyFM, we continue to lead with innovation and exclusive sports content.
Sporty is expanding and we're building the world's go to platform for everyday entertainment.
About the role
As the Customer Success Associate you will be responsible for providing client-centric and customer-focused support with a specific focus on providing world-class support services to a leading betting operator with a commitment to improving the customer-service experience. As a Customer Success Agent you may also be requested to reach out to customers based on guidelines and provide feedback to SportyBet in order to continuously improve our products. Client satisfaction is a top priority at Sporty.
The primary purpose of the Customer Success Agent is to resolve customer issues on First Time Resolution/First Call Resolution (FTR/FCR) basis, educate customers on the company’s products and services, provide product feedback, ensure that customers are fully satisfied and happy to continue using the company’s products and services while actively promoting the brand and acting as a brand ambassador at all times.
What you'll be doing
- Be part of the Brazilian Customer Success team and handle customer queries, complaints and issues while educating current/potential customers about the products and services
- Conduct cold calls and follow-up calls
- Have a full in-depth understanding of the products and services
- Provide product feedback to relevant stakeholders
- Provide interactive research, in-depth understanding, and informative market behavior to relevant stakeholders
- Maintain accurate customer records
- Identify and escalate priority issues to Ops team/Team leader
- Pay attention to detail and have strong organizational skills
- Be able to work independently
- Have a strong sense of analytical problem-solving to resolve issues or provide workarounds
- Strong ability to multi-task across multiple channels, customers and teams
- Liaise with the International Customer Service team
- Perform all other duties as assigned by management
- Actively participate in weekly updates with the team to review team performance and issues
What you'll bring
- Minimum of 1-2 years of customer support experience
- Passionate about Customer Care and Success Management
- Online gaming experience with a focus on sports betting (advantageous)
- Excellent English and Portuguese communication skills, both verbal and written
- Feel comfortable in verbally communicating with customers on the phone
- Be a Team Player and work collaboratively within a team environment
- Self-driven and motivated
- Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk
- Ability to understand, interpret, and communicate issues both internally and to customers
- Ability to provide product extensive feedback to stakeholders
- Ability to work within strict guidelines, follow company processes and procedures
- Empathetic and high emotional IQ. Fast-learner with an ability to think on their feet, and adapt to a fast-paced, high-pressure environment with demanding customers
- Ability to positively collaborate in an international remote work environment
What’s In It For You
📍 Sporty is a remote first company in pursuit of sustainability. We have an office in São Paulo too!
💰 A competitive salary + individual performance based bonuses every quarter
🌴 30 days paid annual leave
📑 Brazilian employment contract
📝 Referral bonuses & flash bonuses
💻 Top of the line equipment
🌍 Annual company off-site team building
✅ Public transportation vouchers
✅ Food vouchers
✅ Life insurance
✅ TotalPass (gym allowance)
✅ Clude (preventative healthcare)
Personalised Support
We’re committed to making our recruitment process accessible to everyone. If you need any adjustments or accommodations during the application or interview process, please let us know.
Your Move
If you're excited about this role, even if you don't meet every requirement, we'd still love to hear from you. We understand candidates may hesitate to apply if they don't meet all requirements, however your unique perspective is what helps us innovate and grow together.
If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.
Top Skills
Freshdesk
JIRA
Zendesk
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The Company
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.
