Hybrid Omnichannel Customer Service Agent

at Blaze

• Job title: Omnichannel Customer Service Agent
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Customer Support Agent for iGaming, assisting users via phone, chat, and email in São Paulo. Responsible for solving inquiries and providing exceptional customer service across various channels.

Responsibilities

• We are seeking an Omnichannel Customer Service Agent to work in an iGaming operation, supporting users of online betting platforms, virtual casinos and related services. The professional will be responsible for answering questions, troubleshooting issues and guiding customers via phone, chat and email in inbound or outbound modes, ensuring fast, clear and secure service. This role is key to the customer experience and represents the company with empathy, efficiency and responsibility in compliance with applicable rules and regulations.
• Respond to players via phone, chat and email according to demand.
• Advise customers on registration, account verification, payment methods, deposits, withdrawals, bonuses and terms of use.
• Log interactions and tickets in internal CRM and helpdesk systems.
• Follow scripts and specific guidelines, maintaining ethical, clear and responsible communication.
• Identify fraud attempts or suspicious behavior and escalate to specialized teams.
• Escalate complex cases to Risk, Payments, Verification or Tier 2 Support teams.
• Ensure all interactions comply with security, compliance and responsible gaming policies.

Requirements

• Previous customer service experience (customer support, helpdesk, call center or digital support).
• Strong written and verbal communication skills.
• Ability to switch quickly between multiple channels.
• Capacity to handle high volumes of inquiries.
• Organized and attentive when recording information in systems.
• Availability to work the shift schedule defined by the operation.
• Preferred qualifications / Nice to have:
• 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 service KPIs: AHT, SLA, FCR, CSAT, NPS.
• Experience with CRM tools, concurrent chat systems or multichannel support platforms.
• 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)
• Shift: 24 x 7 (TBD)
• Languages: Brazilian Portuguese, English