User Support Specialist

About Sabi Gaming

Sabi Gaming stands as a leading strategic management hub in the Brazilian sports betting and iGaming sector, overseeing prominent brands such as BR4BET, LOTOGREEN, and GOL DE BET.

Why Join Us?

• Innovation and Security: We deliver cutting-edge entertainment to millions with a focus on technology and transparency.
• Social Commitment: Responsible Gambling and high governance standards are core to our identity.
• People-Centric Culture: We foster a dynamic environment valuing well-being, collaboration, and high performance among our employees.

Role Objective

This position entails being the first point of contact and operational support for platform users by addressing inquiries, guiding on services, and resolving standardized requests in line with internal procedures. Accurate documentation of interactions, performing authorized validations, and creating internal protocols for Tier 2 agents or specialists when requests exceed your scope are essential tasks.

Key Responsibilities

• Handle inbound customer support and, when necessary, perform outbound operational communications relating to follow-ups or closure of prior requests.
• Provide assistance on account registration, platform features, betting, games, promotions, bonuses, deposits, withdrawals, and other offered services according to current procedures.
• Deliver initial support for identity verification issues, account security, betting limits, self-exclusion, and Responsible Gambling in alignment with internal policies and validations.
• Review client history, knowledge bases, and authorized system information to resolve issues during the customer interaction whenever applicable.
• Document and classify all interactions thoroughly, objectively, and truthfully, including conducted verifications, guidance given, evidence gathered, and outcomes achieved.
• Create internal protocols in authorized channels when requests surpass N1 scope, providing all required information, validations, and evidence as stipulated by standard operating procedures for further analysis by Tier 2 agents or specialists.
• Recognize and report unusual behavior, inconsistencies, or indications of fraud, money laundering, financing of terrorism, or security issues through defined channels, without investigating or notifying the client about suspicions.
• Adhere to confidentiality agreements, personal data protection, information security, responsible communication, and Responsible Gambling standards throughout all interactions.
• Operate in line with key performance indicators, operational criteria, and quality standards defined in standard operating procedures and internal guidelines.

Requirements

• Previous experience in customer service roles.
• Availability for 12x36 night shift schedules.
• Clear, polite, concise, and respectful communication skills.
• Empathy and composure in conflict situations.
• Attention to detail and responsibility in managing information.
• Discipline to follow procedures and operational criteria.
• Prioritization skills, solution-oriented attitude, and team collaboration.

Additional Information

We invite proactive individuals to join our team and contribute to our mission.