Customer Service Subject Matter Expert

Company Description
About Playtech
Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging, and entertaining gaming experience. Playtech is the gaming industry's leading technology company delivering business intelligence-driven gaming software, services, content, and platform technology across the industry.
Read more about who we are and what we do here: www.playtechpeople.com
Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices.
Job Description
Playtech Managed Services is looking for a passionate, customer-focused, and results-driven Customer Service Subject Matter Expert (SME) to join our growing team in São Paulo.
Your influential mission. You will...

• Handle general customer service contacts in a high-standard manner, following internal procedures.
• Handle responsible gaming contacts directly with the customer, following internal procedures.
• Carry out responsible gaming case reviews and process related player requests.
• Handle customer complaints, investigating each case and establishing root cause.
• Escalate sensitive, high-risk and legal cases in line with internal procedures.
• Record interactions and decisions in the ticketing system to the standard required for regulatory audit.
• Report case status, volumes, root causes and emerging risks to internal and external stakeholders.
• Propose process, communication or system improvements based on recurring issues.
• Coordinate with Risk, Payments, Compliance and Technical Support on cross-functional cases.
• Act as the reference point for agents on responsible gaming and complaints questions.
• Ensure all activity complies with regulatory requirements for the online gambling sector, including responsible gaming, AML and data protection.

Qualifications

Components for success. You...

• Fluency in Brazilian Portuguese (C2) and English (B2 minimum) – written and spoken.
• Experience in customer service operations
• Demonstrable experience handling complaints or escalated cases end-to-end.
• Sound judgement in sensitive customer situations and composure under pressure.
• Strong written communication, in both customer-facing and reporting contexts.
• Analytical mindset, able to investigate a case to the root cause.
• Confident presenting case status and findings to senior stakeholders.
• Availability to work on site, on a rotating shift pattern including weekends.

You'll get extra points for...

• Experience in the online gambling / iGaming industry.
• Experience with responsible gaming frameworks or player behaviour monitoring systems.
• Experience handling regulatory or consumer protection contacts.
• Experience with CRM / ticketing platforms such as Zendesk, including AI-assisted support tools.
• Exposure to AML procedures and data protection requirements (LGPD).

Working Arrangement

• Fully on-site at the São Paulo office. Remote or hybrid working is not available for this role.
• Rotating shift pattern covering daytime and early evening hours.
• Weekend working is required as part of the rotation.

Additional Information
Thrive in a culture that values...

• A supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A commitment to innovation and excellence.
• A diverse and inclusive workplace where everyone is welcome.
• Comprehensive benefits and competitive compensation.

HOW TO APPLY?
In addition to your CV, please add a brief motivation letter covering your goals, your current experience in Customer Support Trainer or related fields, and/or working in a corporate environment. You can write it in the comment section at the end of the application page (under "your message to the hiring manager").
Join our team at Playtech's new Brazilian office of Playtech Managed Services (PTMS), where we work together to support and enhance our live products and services. Be part of a global, dynamic and innovative team that values collaboration, continuous learning, and excellence.
Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.