Customer Service - Bilingual - Portuguese

Sutherland; Kentucky; On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Paid training

PTO

401k

Monthly incentives

Medical/dental/vision

EAP and wellness programs

Promote-from-within policy

Job summary

Sutherland is hiring for a remote US-based customer support role requiring fluency in Portuguese and English. You will respond to inquiries via phone and email, assist with account management, and explain fantasy sports rules and gameplay. You’ll resolve issues, escalate when needed, and keep CRM notes up to date.

The role emphasizes staying current on sports seasons and promotions, meeting performance metrics, and contributing to team improvements while working from home with provided equipment.

Qualifications

• High school diploma or equivalent.
• Must be bilingual in Portuguese and English.
• Ability to type 35+ words per minute.
• Minimum of one year of customer service experience.
• Strong written communication skills.

Responsibilities

• Respond to customer inquiries via phone and email in a professional and timely manner.
• Assist users with account management, contest participation, and technical troubleshooting.
• Provide clear explanations of fantasy sports rules, scoring systems, and gameplay mechanics.
• Resolve customer issues such as login problems, transaction disputes, or lineup errors with empathy and efficiency.
• Escalate complex issues to the appropriate department when necessary.
• Maintain up-to-date knowledge of current sports seasons and promotional offerings.
• Document customer interactions and resolutions in the CRM system.
• Adhere to call center performance metrics including handle time and customer satisfaction goals.
• Contribute to team success by sharing insights and supporting peers.

Skills

Bilingual: Portuguese & English

Typing 35+ wpm

Customer service experience

Strong written communication

Education

High school diploma or equivalent

Tools

CRM system

Job description

This role is for you if you are fluent in Portuguese and English; enjoy connecting with and assisting others; you are energized by the opportunity to turn someone’s day around; are patient and empathetic, engaging and upbeat; are an outstanding team playerwho rises to a challenge, displaysresourcefulness, adaptability, and flexibility; andare comfortable working in a fast-paced environment.

What we offer:

• Paid training, generousPTO, and 401k
• Monthly recognition and incentive programs
• Medical, dental, and vision benefits, EAP, health and wellness programs, and more
• A strong promote-from-within policy that rewards you for your talent and dedication - 80% of our frontline leaders have been promoted from within

• Respond to customer inquiries via phone and email, in a professional and timely manner.
• Assist users with account management, contest participation, and technical troubleshooting.
• Provide clear and accurate explanations of fantasy sports rules, scoring systems, and gameplay mechanics.
• Resolve customer issues such as login problems, transaction disputes, or lineup errors with empathy and efficiency.
• Escalate complex or unresolved issues to the appropriate department or supervisor when necessary.
• Maintain up-to-date knowledge of current sports seasons, fantasy contests, and promotional offerings.
• Accurately document customer interactions and resolutions in the CRM system.
• Adhere to call center performance metrics, including handle time, quality assurance standards, and customer satisfaction goals.
• Contribute to team success by sharing insights, identifying process improvements, and supporting peers.

• High school diploma or equivalent
• Must be Bilingual in Portuguese & English
• Ability to type 35+ words per minute
• Minimum of one year of customer service experience
• Strong written communication skills

We will supply equipment, but to work from home, you must have:

• Excellent Internet connectivity:
  • Internet access speeds of at least 5Mbps upload and 30Mbps download – the faster the better!
  • In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates. (wireless and/or satellite Internet Service Providers are not compatible with our systems)
• A quiet and distraction-free, secure place to work.

This role is US based. You must live and work in the US at all times during employment.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.