Customer Engagement Analyst
Superbet is looking for a Junior Customer Engagement Analyst to support some of the most dynamic and visible customer communication channels in its Brazil operation. This is a great entry-level opportunity for someone who is excited to start a career in a fast-growing international company and gain hands-on experience in customer engagement, digital communication, and online reputation management.
In this role, the analyst will help support channels within Superbet's operation that may include Reclame Aqui, social media interactions, Ombudsman, LGPD-related contacts, and Google Play reviews, among others. The analyst will help respond to customers, organise information, identify patterns and insights, and support the team in maintaining a strong and professional customer experience across these touchpoints. This is an excellent opportunity for someone at the beginning of their career who is proactive, curious, communicative, and motivated to learn. The analyst will have the chance to build experience in a unique area of customer engagement and develop valuable skills within one of the most exciting industries in Brazil today.
- Support customer communication across different channels such as Reclame Aqui, social media, Ombudsman, LGPD-related contacts, and Google Play reviews.
- Help draft and publish clear, professional, and customer-friendly responses across these channels.
- Monitor incoming cases and help ensure timely handling and proper follow-up.
- Collect and organise customer feedback, recurring issues, and relevant operational insights.
- Support internal tracking and reporting of key themes, complaints, trends, and opportunities for improvement.
- Work closely with other Customer Engagement team members to ensure consistency in communication and case handling.
- Escalate more sensitive, complex, or high-risk situations whenever needed.
- Contribute to maintaining a positive customer experience and protecting Superbet’s brand reputation across public-facing channels.
- Support the team with additional operational tasks related to customer engagement whenever needed, as the scope of the role may evolve based on business priorities.
- Entry-level profile, ideally with some exposure to customer service, communication, digital platforms, or similar areas through internships, academic projects, or early work experience. (required)
- Strong written communication skills in Portuguese. (required)
- Intermediate English and Spanish will be extra relevant. (nice-to-have)
- Interest in customer communication, online reputation, and digital service environments. (required)
- Strong attention to detail and a responsible approach when handling customer-facing communications. (required)
- Proactive attitude, willingness to learn, and a collaborative mindset. (required)
- Comfortable working in a fast-paced environment with different types of customer interactions. (required)
- Basic familiarity with digital channels such as social media, review platforms, or complaint platforms is a plus. (nice-to-have)
- Flexibility and availability to support occasional activities outside regular working hours, including weekends, depending on business needs. (required)
Superbet, which operates under the Super Technologies banner, is a multinational sports betting and gaming group founded in 2008 in Romania by Sacha Dragic. Headquartered in Bucharest, it began with retail betting shops and has grown into one of the leading omni-channel betting operators in Central and Eastern Europe, with a strong focus on digital products. The group employs more than 5,000 people and operates across around a dozen European markets as well as Brazil. Its offices span Romania, Poland, Serbia, the UK, the Netherlands, Belgium, Spain, Croatia, Brazil, Malta and Gibraltar.
