Player Experience Agent
2 semanas atrás
We are a licensed and regulated online gaming company, offering premium experience in Casino, Sports Betting, and Poker to thousands of players. We're passionate about delivering top-tier entertainment
We're looking for a Player Experience Agent who's eager to make a real impact by providing fast, friendly, and knowledgeable support to our players. But this role goes beyond support. We're looking for someone proactive and customer-obsessed, who wants to participate in projects that improve our services and drive innovation in customer experience.
If you're keen on delivering excellence in a dynamic environment, this is the role for you.
Your Role
· Be the first point of contact for our players via chat, email and social media.
· Solve issues with speed and empathy, from technical questions to account support.
· Ensure every interaction reflects our commitment to responsible, transparent, and safe gaming.
· Escalate and follow up on complex issues while keeping the player informed throughout.
· Contribute to continuous improvement by sharing insights, trends, and player feedback.
· Collaborate with internal teams — Product, Risk, CRM, etc. to ensure a seamless player journey.
· Participate in projects aimed at improving tools, processes, and service flows.
Your Profile
· High school diploma (12th grade) – mandatory
· Fluent in Portuguese (native level) – written and spoken.
· High proficiency in English – written and spoken.
· Strong computer literacy – proficient in MS Office and online tools.
· Confident using digital tools, customer journey and support platforms (Zendesk, Full Story or similar).
· Experience in customer service or customer experience roles (experience in online gaming is a big plus).
· Interest or knowledge in online Casino, Sports Betting, or Poker is a strong plus.
· Strong communication skills with a solution-oriented mindset.
· Ability to multi-task, prioritize, and perform under pressure.
· A team player who can also work independently and take ownership.
· Willingness to work in shifts and weekends, as per operational needs.
· Based in the Lisbon Metropolitan Area – mandatory.
What we offer
· A role in one of the most exciting industries in digital entertainment.
· Hybrid working model (office + remote flexibility).
· Competitive salary package.
· Health insurance, meal allowance, and other perks.
· A collaborative culture where your voice matters.
Send your CV to with the reference PXA and let us know why you're excited to elevate our customers experience to the highest level.
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