BackOffice Agent

Kaizen Gaming; São Paulo; On-site; BRL 50,000 - 70,000; Full time

Job summary

A leading GameTech company in São Paulo is seeking a BackOffice Agent to support the Reclame Aqui operation. In this role, you will manage moderation workflows, coordinate with stakeholders, and provide onboarding training for BPO analysts. The ideal candidate has experience with Jira and strong communication skills, and must possess a proactive attitude towards deliverables. This full-time position emphasizes operational consistency and collaboration.

Qualifications

• Solid understanding of operational workflows and case management processes.
• Experience using Jira or similar ticketing/escalation systems.
• Strong communication and presentation skills.

Responsibilities

• Manage moderation workflows and Jira escalations to ensure timely and accurate case resolution.
• Coordinate with stakeholders and Product Owners to align on operational goals and priorities.
• Develop and deliver onboarding and process refresher training.

Skills

Operational workflows

Case management

Communication skills

Collaboration with stakeholders

Proactive attitude

Business English

Tools

Jira

Job description

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About the Company

We are Kaizen Gaming, the team powering Betano, one of the biggest GameTech companies in the world, operating in 19 markets. We aim to leverage cutting‑edge technology to provide the best experience for our millions of customers.

We are a diverse team of more than 2,700 Kaizeners from 40+ nationalities across 3 continents. Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Ready to Press Play on Potential?

About the Role

As an RA Agent, you will support the Reclame Aqui operation. Responsibilities include managing moderation and escalation workflows, ensuring process consistency, coordinating with stakeholders, and delivering onboarding and training for BPO analysts. You will act as the link between operations and supporting areas to ensure smooth daily routines and continuous improvement.

Responsibilities

• Manage moderation workflows and Jira escalations to ensure timely and accurate case resolution.
• Coordinate with stakeholders and Product Owners to align on operational goals and priorities.
• Develop and deliver onboarding and process refresher training to maintain quality and consistency.

What you will bring

• Solid understanding of operational workflows and case management processes.
• Experience using Jira or similar ticketing/escalation systems.
• Strong communication and presentation skills.
• Ability to collaborate effectively with Product Owners and cross‑functional stakeholders.
• A proactive attitude and sense of ownership over deliverables.
• Intermediate level of Business English.

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We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation, or age.

Seniority level

Not Applicable

Employment type

Full‑time

Industries

Advertising Services, Media Production, and Online Audio and Video Media

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