Customer Service Subject Matter Expert

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.
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.
You'll get extra points for...
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.

Employment type
Full-time

Work arrangement
No