BR Customer Research and Insights Lead

Sporty Group is a global consumer internet and technology company with a strong presence in Sports Media, iGaming, Social, and FinTech. Our services engage millions of daily users worldwide across 10 countries and 3 continents. With a diverse team of over 700 high achievers, we are always looking for talented individuals to drive our growth and innovate for our users.

Responsibilities

Collect, analyze, and interpret consumer data from various sources such as surveys, interviews, focus groups, and customer support channels. Identify patterns, trends, and correlations in consumer behavior to help drive strategic decision-making from other internal departments.

Lead the execution of user research, including direct communication with users. Drive proactive initiatives for continuous customer feedback, incorporating competitor analysis to identify market trends. The goal is to gather insights into user behavior, preferences, and needs, as well as market trends, driving product improvements and innovation.

Take full ownership of customer issues and follow problems through to resolution, ensuring customer issues are resolved in a timely manner across our channels.

Build sustainable relationships and trust with customers through open and interactive communication.

Keep records of users interactions, process users accounts and file documents.

Main point of contact in BR for all Customer Services' related topics.

Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our product.

Provide feedback and coaching to team members to improve their performance and continuously identify work process improvements.

Requirements

Strong experience in customer service and market research

Experience in the gambling industry is preferred

Fluency in English and Portuguese skills (written/spoken)

Strong quantitative and analytical skills, capacity to read and interpret dataAbility to think strategically, deal with complexity, and work together within a team

Please apply with your CV in English

Benefits

Quarterly and Flash Bonuses

Flexible working hours

Top-of-the-Line Equipment

Referral Bonuses

30 Days Paid Annual Leave

Food Vouchers

Public Transportation Vouchers

Life Insurance

Annual Company Retreat

TotalPass (gym allowance)

Clude (preventative healthcare)

Highly talented, dependable co-workers in a global, multicultural organisation

Our teams are small enough for you to be impactful

Our business is globally established and successful, offering stability and security to our Team Members

Our Mission

Our mission is to be an everyday entertainment platform for everyone

Our Operating Principles

1. Create Value for Users

2. Act in the Long-Term Interests of Sporty

3. Focus on Product Improvements & Innovation

4. Be Responsible

5. Preserve Integrity & Honesty

6. Respect Confidentiality & Privacy

7. Ensure Stability, Security & Scalability

8. Work Hard with Passion & Pride

Working at Sporty

The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.

Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.

As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.