Job Openings Zendesk Specialist

About the job Zendesk 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 Zendesk 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.


We are looking for a highly analytical and technically strong Zendesk Specialist to own and optimize our Customer Service system architecture. You will be responsible for ensuring Zendesk is scalable, automated, and data-driven, directly impacting SLA, FCR, CSAT, AHT, and operational efficiency across our BPO operations. To design, ensuring a robust system structure and high-performance operational content that enables efficient and consistent customer support.


As a Zendesk Specialist at our company, we expect you to be responsible for the following:

Zendesk Ownership & System Architecture (Primary Focus)

  • Own the full configuration and administration of Zendesk (Support, Chat, Explore).
  • Design and optimize automations, triggers, workflows, SLAs, custom fields, forms, views, routing logic, and data structure.
  • Configure and maintain chatbot and AI tools to increase automation and reduce manual workload.
  • Ensure clean tagging and field architecture to guarantee reliable reporting and scalability.
  • Troubleshoot and resolve complex technical or workflow issues.
  • Stay updated on new Zendesk features and proactively implement improvements.
  • Continuously improve system performance to reduce AHT, backlog, reopens, and operational friction.
  • Act as the main point of contact for internal Zendesk users, providing training and technical guidance.

Operational Content & Knowledge Structure (Secondary Focus)

  • Develop and maintain operational scripts, macros, templates, and structured response guidelines within Zendesk.
  • Manage and optimize the Help Center and knowledge base (Zendesk Guide / Confluence).
  • Rewrite and refine customer-facing content to ensure clarity, consistency, and tone of voice alignment.
  • Create or update procedures and guides based on operational protocols.


Required skills:

Mandatory

  • Proven experience as a Zendesk Administrator or Advanced Analyst.

  • Advanced knowledge of: 

    Automations and triggers, custom fields and forms, SLA policies, workflow optimisation, Zendesk Explore reporting

  • Experience configuring chatbot and AI tools.

  • Strong analytical mindset with the ability to translate data into operational improvements.

  • Fluent English (mandatory).

  • Excellent written communication in Portuguese.

  • Experience in high-volume Customer Service or Call Center environments.

Strong Advantage

  • Experience in iGaming.

  • Knowledge of Confluence, Jira, Google Workspace.

  • Experience working with BPO operations.

  • Background in instructional design or structured operational content.

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!