Customer Care Team Leader overseeing customer care team at Volton, leading development and performance management initiatives. Focused on process improvements in customer service delivery.
About the role
- Multichannel Customer Service Agent supporting users of online betting platforms in Brazil. Providing assistance via phone, chat, and email with a focus on customer experience and compliance.
Responsibilities
- Provide support to players via phone, chat, and email, as needed.
- Guide customers on registration, account verification, payment methods, deposits, withdrawals, bonuses, and terms of use.
- Record support requests and calls in internal CRM and helpdesk systems.
- Follow specific scripts and guidelines, prioritizing ethical, objective, and responsible communication.
- Identify attempted fraud or suspicious behavior and forward it to specialized teams.
- Refer complex cases to Risk, Payments, Verification, or Level 2 Support departments.
- Ensure that all interactions respect security, compliance, and responsible gaming policies.
Requirements
- Previous experience in customer service (support center, call center, or digital support).
- Strong verbal and written communication skills.
- Agility to switch between multiple support channels.
- Ability to handle a high volume of requests.
- Organized and attentive when recording information in systems.
- Availability to work the schedule defined by the operation.
- Differentials:
- Experience in iGaming, sports betting, online casinos or high-traffic digital platforms.
- Knowledge of online payment methods, PIX, digital wallets, and anti-fraud measures.
- Familiarity with customer service KPIs: AHT, SLA, FCR, CSAT, NPS.
- Experience with CRM tools, simultaneous chat handling or multichannel support systems.
- Experience working with Zendesk, Slack, Google Apps.
- English is not mandatory but is desirable.
Benefits
- Work location: Hybrid (São Paulo)
- Schedule: 5 x 2 (4 days in the office; 1 day remote)
- Shifts: 24/7 (to be defined)
- Paid vacation
- Meal allowance / Food allowance
- Health insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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