Customer Service Representative providing support for clients and their pets at a veterinary clinic. Managing appointments, addressing inquiries, and ensuring a positive customer experience.
About the role
- Senior Customer Care Executive managing the Brazilian front office, ensuring quality standards and mentoring agents in a fast-paced environment. Tackle escalations and facilitate workshops for continuous improvement.
Responsibilities
- Act as the key liaison between our Brazilian front-office agents and internal teams.
- Handle complex cases directly, providing hands-on support to the front line.
- Validate escalations and ensure clear, high-quality responses every time.
- Monitor operations, identify risks, and anticipate incidents before they occur.
- Lead effective workshops and mentor new agents to develop their skills and performance.
- Ensure escalations to other areas are managed accurately and promptly.
- Work side-by-side with the front line to ensure every interaction meets BetWarrior’s high-energy quality standards.
Requirements
- 2+ years of experience in customer service or back-office roles — comfortable under pressure.
- Native Portuguese (required) and at least intermediate Spanish.
- Strong analytical mindset, obsessive attention to quality, and a commitment to continuous improvement.
- Proactive, empathetic, and motivated to grow in a fast-paced, multicultural environment where no two days are the same.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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