Senior Customer Service Content Specialist

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 Senior Customer Service Content Specialist 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.

You will be the mind behind the clarity and efficiency in both internal and external communication within our Customer Service area. Your primary mission will be to transform complex information into didactic and actionable materials, ensuring that our operators at the BPOs have the necessary tools to provide exceptional service. This involves creating intuitive flowcharts, developing and continuously improving our knowledge base, and ensuring that every interaction is optimised for maximum quality and agility.

As a Senior Customer Service Content Specialist at our company, we expect you to be responsible for the following:

• Operational Content Optimisation: Create, review, and update customer service scripts and operational procedures with a focus on maximum resolution and agility for BPO operators. Your direct work will impact metrics such as FCR (First Contact Resolution), CSAT (Customer Satisfaction), and AHT (Average Handle Time), aiming for measurable results in performance and service quality metrics.
• Strategic Knowledge Base Management: Develop and maintain high-quality and easily accessible content within knowledge base platforms like Confluence, ensuring that information is always up-to-date and contributes to operator autonomy, with a clear long-term vision for knowledge scalability.
• Complex Process Simplification: Translate complex processes and internal policies into clear, objective, and applicable communication for daily operations, fostering innovative approaches to training and consultation that optimise the customer journey.
• Quality and Compliance Assurance: Ensure that all content is rigorously aligned with regulatory standards, internal policies, and the company's brand voice, building a solid foundation for service consistency and excellence.
• Cross-Functional Collaboration for Impact: Partner with teams such as Quality, Training, and Operations to understand changes and quickly translate them into applicable and relevant content, planning for long-term information needs.
• Proactive Internal Communication: Update impactful FAQs, internal communications, and newsletters to inform about product updates, processes, or campaigns, motivating and inspiring the team to stay ahead and engaged.
• Continuous Improvement and Innovation: Actively participate in continuous improvement projects for content and operator experience, constantly seeking to reinvent methodologies and tools for maximum return.
• Training and Onboarding Support: Support the development of essential materials for the training and onboarding of new operators, optimising ramp-up time and initial service quality.
• Tool Administration: Administer the knowledge base in Confluence, ensuring the organisation and accessibility of information.
• Dashboard Creation and Customisation: Create analytical views of quality indicators to guide continuous improvement actions.

Required skills:

• Proven experience in creating and managing technical or instructional content, preferably in high-volume Customer Service or Call Centre environments, or iGaming.
• Strong ability to translate complex information into clear, concise, and action-oriented language.

• Experience with Confluence.

• Ability to create logical and intuitive flowcharts that simplify operational processes.
• Excellent written and verbal communication in Portuguese; Spanish would be an extra advantage.
• Ability to work collaboratively in a dynamic and fast-paced environment, always striving for excellence.

• Knowledge or interest in iGaming will be a plus.

• Higher education in Communication, Journalism, Marketing, Instructional Design, or related fields.
• Fluent in English with high proficiency to ensure effective communication across global teams and international BPOs.
• Availability for short domestic and international travel depending on demand levels.
• Knowledge of Jira, Confluence, Beedoo, Google Workspace, Zendesk are significant advantages.

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 Department is waiting for you to become an indispensable part of it!