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 a Customer Service Operations & Governance Coordinator to strengthen the operational governance of our Customer Service structure in Brazil.

This role will be responsible for ensuring daily control over our BPO operation, service performance, queue monitoring, response time management, KPI follow-up and quality checks across key service channels.

The position will act as a key operational partner to the Customer Service Senior Manager, ensuring that the Brazil operation runs with discipline, visibility and consistency.

This is a hands-on coordination role for someone who understands customer service operations, BPO management, KPIs, service discipline and performance correction in a high-volume and fast-paced environment.

As a Customer Service Operations Coordinator at our company, we expect you to be responsible for the following:

BPO Operational Governance

• Coordinate the day-to-day operational governance of the BPO in Brazil.
• Follow up service performance across phone, chat, email and special teams.
• Maintain regular operational routines with BPO leaders and supervisors.
• Track agreed action plans, deadlines, owners and expected outcomes.
• Identify operational risks early and escalate relevant topics to the Customer Service Senior Manager.
• Ensure the BPO follows agreed procedures, service standards and operational priorities.
• Verify responses and follow-up on open cases in Special Team departments

KPI Follow-Up and Performance Correction

• Monitor key Customer Service indicators, including SLA, response time, backlog, queue volume, productivity, AHT/TMA, ASA/TME, abandonment rate, KYC backlog and quality indicators.
• Identify deviations from expected performance.
• Coordinate corrective actions with the BPO.
• Follow up performance recovery plans until completion.
• Prepare clear operational summaries for the Customer Service Senior Manager.

Queue Monitoring and Response Time Control

• Monitor daily queue behavior across customer service channels.
• Identify volume peaks, backlog risks and response time deterioration.
• Coordinate immediate actions with the BPO to stabilize queues.
• Ensure queue performance is visible, tracked and escalated when needed.

What we are looking for:

• Proven experience in Customer Service Operations, Contact Center, BPO Management or high-volume service environments.
• Previous experience coordinating operational routines, performance follow-up or service delivery governance.
• Strong understanding of Customer Service KPIs, such as CSAT, SLA, AHT/TMA, ASA/TME, backlog, abandonment rate, productivity and quality adherence.
• Experience working with BPO partners or outsourced customer service operations.
• Strong analytical skills and ability to turn data into practical action plans.
• Advanced English, both written and verbal, for interaction with global stakeholders and documentation.
• Good command of Excel or Google Sheets for operational analysis and reporting.
• Ability to work under pressure, prioritize issues and maintain control during volume peaks or operational incidents.

Would be considered a plus:

• Experience in the iGaming, betting, sportsbook.
• Experience with Zendesk or similar CRM/helpdesk platforms.
• Knowledge about quality monitoring, QA scorecards, calibration or root-cause analysis.
• Knowledge of Reclame Aqui, Ombudsman, Procon or other high-visibility customer service channels.

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!