BR Customer Success Associate - Spanish and English

Sportygroup B.V.

Job Overview

Location

São Paulo

Job Type

Full-time

Full Job Description

📋 Description

• As a BR Customer Success Associate at Sportygroup B.V., you will play a pivotal role in delivering world-class customer support to a leading betting operator, directly contributing to enhanced customer satisfaction, retention, and brand loyalty in the competitive online gaming market. Your bilingual proficiency in Spanish and English will enable you to serve a diverse Latin American customer base, ensuring culturally attuned, empathetic, and effective communication that strengthens SportyBet’s reputation as a customer-centric brand.
• You will be the frontline advocate for customers, resolving inquiries and issues on first contact, educating users about betting products and responsible gaming practices, gathering actionable feedback for product improvement, and acting as a brand ambassador who upholds the company’s commitment to service excellence and integrity in every interaction.
• Your day-to-day responsibilities include handling inbound and outbound customer queries via phone, email, and chat; conducting proactive cold and follow-up calls to assess satisfaction and promote product awareness; maintaining precise and up-to-date customer records in CRM systems; identifying, documenting, and escalating priority or complex issues to the operations team or team lead; collaborating with the International Customer Service team to ensure consistent service standards across regions; participating in weekly team performance reviews to share insights and drive continuous improvement; and adapting swiftly to evolving processes, guidelines, and product updates in a fast-paced, high-volume environment.
• You will deepen your expertise in SportyBet’s sports betting and gaming offerings, including odds, promotions, payment methods, and responsible gaming tools, enabling you to provide accurate, confident, and helpful guidance to customers while developing strong analytical and problem-solving skills to troubleshoot issues and recommend effective workarounds.
• You will cultivate advanced communication, active listening, and emotional intelligence skills by managing diverse customer personalities and high-pressure situations with empathy and professionalism; gain hands-on experience with industry-standard support platforms such as Freshdesk, Zendesk, or Jira; and build cross-functional collaboration abilities by liaising with product, operations, and international teams to influence product enhancements based on real-user feedback.
• You will develop resilience, adaptability, and self-direction in a remote-friendly, performance-driven culture that values initiative and accountability; strengthen your organizational and multitasking capabilities by managing multiple customer interactions across channels; and grow into a trusted brand representative who not only resolves issues but also fosters long-term customer loyalty and advocacy.
• You will gain valuable insights into the online gaming industry, including market trends, customer behavior, and regulatory considerations, positioning you for future growth in customer success, account management, or product specialist roles within the gaming or tech sectors.
• You will join a dynamic, inclusive, and supportive team at Sportygroup B.V., a company committed to innovation, employee well-being, and delivering exceptional customer experiences across global markets, where your contributions are recognized, your development is encouraged, and your voice helps shape the future of customer service in the betting industry.

🎯 Requirements

• Minimum of 1-2 years of experience in customer support, customer service, or a related client-facing role
• Fluency in both English and Spanish, with excellent verbal and written communication skills
• Experience with customer support platforms such as Freshdesk, Zendesk, or Jira
• Ability to work independently, manage multiple tasks, and thrive in a fast-paced, high-pressure environment
• Strong empathy, emotional intelligence, and a customer-first mindset
• Familiarity with online gaming or sports betting (advantageous but not required)

🏖️ Benefits

• Competitive salary with quarterly performance-based bonuses
• 30 days of paid annual leave per year
• Comprehensive benefits package including Brazilian employment contract, life insurance, food and transportation vouchers, TotalPass gym allowance, and Clude preventative healthcare
• Provision of top-of-the-line equipment for remote or office-based work
• Annual company off-site team-building events and referral/flash bonuses

Skills & Technologies

Junior

Remote

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Sportygroup B.V.

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About Sportygroup B.V.

SportyGroup is a leading digital sports media company that operates a portfolio of popular sports websites and applications. The company focuses on delivering engaging content, real-time scores, statistics, and betting-related information to a global audience of sports enthusiasts. Their business model revolves around advertising, affiliate marketing, and data-driven insights within the sports betting and fantasy sports industries. SportyGroup aims to be the go-to platform for sports fans seeking comprehensive and up-to-date information, leveraging technology to enhance user experience and engagement across various sports disciplines.

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