Customer Service Subject Matter Expert

Playtech Managed Services; São Paulo; Presencial; BRL 60 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Comprehensive benefits

Competitive compensation

Growth opportunities

Diverse & inclusive workplace

Resumo da oferta

Playtech Managed Services is seeking a passionate Customer Service Subject Matter Expert (SME) to join our São Paulo team. You will handle customer service and responsible gaming inquiries, investigate escalated cases, and coordinate with cross-functional teams to ensure regulatory compliance and high-quality service.

The role requires fluency in Portuguese and English, experience in customer service operations, and willingness to work on-site with rotating shifts including weekends.

Qualificações

• Fluency in Portuguese (Brazil) and English is required.
• Experience in customer service operations and handling escalated cases end-to-end.
• Experience in regulated environments such as online gambling or AML/data protection awareness.

Responsabilidades

• Handle general customer service contacts following internal procedures.
• Address responsible gaming inquiries and player requests per internal guidelines.
• Review responsible gaming cases and process player requests.
• Investigate customer complaints and establish root causes.
• Escalate high-risk or legal cases per internal procedures.
• Record interactions and decisions in the ticketing system for regulatory audits.
• Report case status, volumes, root causes, and risks to stakeholders.
• Propose process or system improvements based on recurring issues.
• Coordinate with Risk, Payments, Compliance and Technical Support on cross-functional cases.
• Serve as reference point for agents on responsible gaming and complaints questions.
• Ensure activity complies with regulatory requirements for online gambling, including AML and data protection.

Conhecimentos

Portuguese (Brazil)

English proficiency

Customer service operations

Complaint handling

Regulatory AML awareness

CRM / Zendesk experience

Ferramentas

Zendesk / CRM platforms

Descrição da oferta de emprego

Playtech Managed Services is looking for a passionate, customer-focused, and results-driven Customer Service Subject Matter Expert (SME) to join our growing team in São Paulo.

Your influential mission. You will...

• Handle general customer service contacts in a high-standard manner, following internal procedures.
• Handle responsible gaming contacts directly with the customer, following internal procedures.
• Carry out responsible gaming case reviews and process related player requests.
• Handle customer complaints, investigating each case and establishing root cause.
• Escalate sensitive, high-risk and legal cases in line with internal procedures.
• Record interactions and decisions in the ticketing system to the standard required for regulatory audit.
• Report case status, volumes, root causes and emerging risks to internal and external stakeholders.
• Propose process, communication or system improvements based on recurring issues.
• Coordinate with Risk, Payments, Compliance and Technical Support on cross-functional cases.
• Act as the reference point for agents on responsible gaming and complaints questions.
• Ensure all activity complies with regulatory requirements for the online gambling sector, including responsible gaming, AML and data protection.

Qualifications

Components for success. You...

• Fluency in Brazilian Portuguese (C2) and English (B2 minimum) – written and spoken.
• Experience in customer service operations
• Demonstrable experience handling complaints or escalated cases end-to-end.
• Sound judgement in sensitive customer situations and composure under pressure.
• Strong written communication, in both customer-facing and reporting contexts.
• Analytical mindset, able to investigate a case to the root cause.
• Confident presenting case status and findings to senior stakeholders.
• Availability to work on site, on a rotating shift pattern including weekends.
• Experience in the online gambling / iGaming industry.
• Experience with responsible gaming frameworks or player behaviour monitoring systems.
• Experience handling regulatory or consumer protection contacts.
• Experience with CRM / ticketing platforms such as Zendesk, including AI-assisted support tools.
• Exposure to AML procedures and data protection requirements (LGPD).

Working Arrangement

• Fully on-site at the São Paulo office. Remote or hybrid working is not available for this role.
• Rotating shift pattern covering daytime and early evening hours.
• Weekend working is required as part of the rotation.

Additional Information

Thrive in a culture that values...

• A supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A commitment to innovation and excellence.
• A diverse and inclusive workplace where everyone is welcome.
• Comprehensive benefits and competitive compensation.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.