Customer and Ombudsman Manager

Why Join Us?

Competitive salary (BRL 20,000/month)
100% remote – work from anywhere in Brazil
Join a high-growth, fast-paced company at the forefront of online entertainment

Who Will You Work For?
Our client is a rapidly growing player in the online gaming industry, offering a wide range of digital entertainment experiences including casino games, sports betting, and crash games. With a bold brand, innovative approach, and strong presence across Latin America, the company is focused on delivering seamless, secure, and engaging experiences to its users. They’re expanding quickly and are looking for top talent to help shape the future of their customer experience in Brazil.

Why This Role?
As the Customer and Ombudsman Manager, you’ll be a key advocate for customers—ensuring their voices are heard and their concerns are resolved with empathy, speed, and full regulatory compliance. You’ll take the lead on managing complaints across official platforms, liaising with local consumer protection agencies, and driving improvements in how customer issues are handled. This is a high-impact role where your experience and insight can make a real difference.

Key Responsibilities:

1. Manage the end-to-end complaints process, including escalations and resolution
2. Act as the main point of contact for Procon, Consumidor.gov.br, Reclame Aqui, and similar platforms
3. Serve as an internal ombudsman for complex and sensitive customer cases
4. Track and analyse complaints data to spot trends and improve processes
5. Ensure full compliance with Brazilian consumer protection laws and company policies
6. Collaborate with cross-functional teams including customer support, legal, compliance, and operations
7. Maintain and report on key metrics related to complaints, satisfaction, and compliance
8. Advocate for the customer experience across the organisation

Requirements:

1. 5+ years in customer service, complaints, or ombudsman roles in Brazil
2. Deep understanding of Brazilian consumer rights frameworks (e.g. Procon, Senacon)
3. Experience handling cases via official channels like Reclame Aqui and Consumidor.gov.br
4. Fluent in both Portuguese and English
5. Strong communication, problem-solving, and conflict resolution skills
6. Experience in a multinational, remote, or fast-paced digital environment is a plus

Ready to lead customer advocacy at a company that’s redefining online entertainment in Brazil?
We’d love to hear from you.