BR Operations Manager - Customer Service & Ombudsman
Job Summary
Job Description
Lead customer service for a global entertainment platform, with focus on Brazil. Must have experience in Ombudsman role and fluency in Portuguese & English.
Must have:
- Customer Service
- Ombudsman Experience
- Portuguese Fluency
- English Fluency
Good to have:
- Tech/Fintech/Gaming
- Conflict Resolution
- Team Management
- CRM/Ticketing
Perks:
- Flexible Working
- Quarterly Bonuses
Job Details
As the Brazil Operations Manager - Customer Service & Ombudsman at Sporty, you’ll be responsible for leading the customer service strategies in Brazil for products used by millions of daily global users. You'll collaborate with talented stakeholders across our remote-working organization to establish clear and measurable goals, ensuring Sporty are delivering the best experience to end users, and continue to improve on existing processes globally.
We are passionate about caring for our customers, encouraging excellent communication and time efficiency. We ensure we are up to date with our latest product development in the Sporty ecosystem so we are able to offer the best experience.
Key Responsibilities
Customer Service:
- Develop, implement, and manage customer service strategies to increase the quality and efficiency of support to our customers as well as nurturing existing processes across Brazil
- Monitor customer feedback to identify areas for improvement measured by customer satisfaction, effectiveness, efficiency and quality
- Collaborate with cross-functional teams to resolve customer issues, implement process improvements, whilst maximizing customer satisfaction and loyalty
- Improve existing processes resulting in increased customer satisfaction and reducing resolution times, correspondence, customer complaints and ensuring the team have the knowledge to effectively handle customer inquiries and complaints
- Define and monitor business and process metrics to measure and manage customer service effectiveness including individual scorecards
Management and Oversight:
- Lead and manage the Ombudsman Office, including supervising and allocating resources
- Develop and implement strategic goals and objectives for the entity
- Ensure the entity operates independently and impartially
Conflict Resolution and Mediation:
- Provide confidential, impartial, and informal assistance to employees and stakeholders to resolve disputes and concerns
- Facilitate communication and negotiation between parties to achieve fair and equitable outcomes
- Conduct mediations and follow up on unresolved issues
Policy and Compliance:
- Ensure compliance with relevant laws, regulations, and company policies
- Review and recommend improvements to organizational policies and procedures to enhance fairness and equityDevelop and deliver training programs on conflict resolution, ethics, and compliance
Reporting and Documentation:
- Maintain confidential records of all cases handled by the Ombudsman Office
- Prepare regular reports for senior management on trends, issues, and recommendations for policy changes
- Monitor and report on the effectiveness of the Ombudsman Office
Stakeholder Engagement:
- Build and maintain relationships with key stakeholders, including employees, management, and external partners
- Serve as a trusted advisor and advocate for fair treatment and ethical practices within the organization
Continuous Improvement:
- Stay current with best practices and developments in the field of Customer Service and Ombudsman services
- Foster a culture of continuous learning and improvement within the organization
Requirements
Native in both spoken and written Portuguese + fluency spoken and written English is essential
Bachelor’s or Master’s degree in business, marketing, economics, or a related field
Customer Service Management experience across tech / fintech / gaming industry is an advantage
Ombudsman experience within Brazil across relevant industries is required
Excellent communication, interpersonal, and problem-solving skills
Strong leadership, motivation, and management skills, with the ability to lead and mentor a growing team of customer service representatives
Strong analytical and decision-making skills, with the ability to use data and metrics to drive improvements in customer service operations
Demonstrated ability to effectively manage customer feedback and resolve customer issues
Experience with customer service technology and tools, including CRM and support ticketing systems
Benefits
Quarterly performance bonuses
Flexible working hours
Top-of-the-line equipment
Education allowance
Referral bonuses
28 days paid annual leave
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.
Benefits
Quarterly performance bonuses
Flexible working hours
Top-of-the-line equipment
Education allowance
Referral bonuses
28 days paid annual leave
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.
Similar Jobs
Keywords Studios (Player Support)
(Hybrid)
• 9 Months ago
Get notifed when new similar jobs are uploaded
Similar Skill Jobs
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
Jobs in São Paulo, State of São Paulo, Brazil
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
Customer Service Jobs
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
About The Company
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution.
We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.
Get notified when new jobs are added by Sporty Group
