Customer Service Analyst

Description

Summary: Futuras Apostas is seeking a Customer Service Analyst to support operational control, process adherence, and execution consistency for Brazino777 Brazil in São Paulo. Highlights: 1. Execute routine operational checks and facilitate actions from partner areas. 2. Monitor critical channels and validate sensitive communications. 3. Design and maintain process flowcharts and operational playbooks. We believe that curiosity drives innovation, so let’s satisfy your curiosity and introduce ourselves. We’re Futuras Apostas, the company behind Brazino777 Brazil. It’s an officially licensed iGaming platform in Brazil offering a wide array of online gambling and betting services to millions of satisfied players. As one of the leading online casinos in Brazil, we strive to deliver nothing but the best for our customers, focusing on a safe, secure, and enjoyable experience. To achieve that, we use cutting\-edge technologies and partner with the industry's top game providers. Our player\-first approach means we aim to provide the best possible service to our loyal community, and you might be just the person we need to support us in that endeavor. Does that sound interesting? Then you might be curious about how you fit into the picture. Our team in the sun\-soaked **São Paulo** office is currently seeking an ambitious **Customer Service Analyst** to join the team full\-time. Here are a few reasons for you to **join us:** To help you take care of your physical and mental health: * Health Plan with national coverage * Gym memberships through TotalPass To assist you on the day\-to\-day: * Food vouchers to be used for groceries or restaurants. * An extensive range of premium snacks in the office, completely free. For your Work\-Life balance: * 2 extra days off to be used per year. * We operate on a hybrid work model, allowing for a balance of remote work and in\-office collaboration based on team and project needs. We are hiring an Operations Analyst to support the Customer Service Sr. Manager in ensuring operational control, process adherence, and execution consistency across internal teams and BPO partners. This role focuses on monitoring critical channels, validating sensitive communications, consolidating operational data, and ensuring activities follow defined workflows and deadlines. The objective is to bring structure, visibility, and reliability to daily operations, strengthening governance and supporting efficient decision\-making. As a **Customer Service Analyst** at our company, we expect you to be responsible for the following: **Operational Support, Governance, and Routines** * Execute routine operational checks to confirm adherence to procedures. * Act as a daily facilitator of operational actions generated by partner areas, ensuring organization, follow\-up, and delivery within deadlines. * Track open items and dependencies across teams, ensuring visibility and structured follow\-up (owners, due dates, next steps). **Critical Channels Monitoring and Risk Control** * Monitor responses and turnaround in critical/high\-visibility channels (e.g., Reclame Aqui, Ombudsman, Procon), identifying risks early and escalating alerts to the CS Sr. Manager. * Validate macros, standardized communications, and public responses before publication **Case Dossiers and Legal/Compliance Support** * Prepare structured case dossiers and deliver organized documentation to support Legal and Compliance in internal investigations. **Process Documentation and Operational Clarity** * Design and maintain process flowcharts (end\-to\-end) and operational playbooks to improve clarity and reduce execution errors. * Support updates and version control of operational procedures, ensuring changes are communicated and applied consistently. **Reporting and Performance Insights** * Consolidate information and insights to share with the manager. * Build structured summaries for leadership (weekly/monthly) with trends, risks, and recommendations. **Required skills:** * Experience in operational support within Customer Service and/or high\-volume operations. * Knowledge of flowchart creation tools. * Experience with critical service channels (Reclame Aqui, Ombudsman, Procon) or similar high\-risk/high\-visibility environments. * Fluent English (written and verbal) for interaction with global stakeholders and documentation. * Strong written communication in Portuguese, with attention to tone, clarity, and compliance. **Would be considered a plus:** * Experience in iGaming or regulated/high\-risk industries (fintech, payments, telecom). * Experience working with BPO operations and managing cross\-company workflows. * Knowledge of Zendesk (tickets, macros, views, tags, reporting exports). From our part, we are ready to provide you with our complete and comprehensive support to cope with this list of tasks successfully. Our **Customer Service (CS) \& Ombudsman** is waiting for you to become an indispensable part of it!