Customer Service - Bilingual - Portuguese

About the role

This role is for you if you are fluent in Portuguese and English; enjoy connecting with and assisting others; are energized by the opportunity to turn someone’s day around; are patient and empathetic, engaging and upbeat; are an outstanding team player who rises to a challenge, displays resourcefulness, adaptability, and flexibility; and are comfortable working in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via phone and email, in a professional and timely manner.
• Assist users with account management, contest participation, and technical troubleshooting.
• Provide clear and accurate explanations of fantasy sports rules, scoring systems, and gameplay mechanics.
• Resolve customer issues such as login problems, transaction disputes, or lineup errors with empathy and efficiency.
• Escalate complex or unresolved issues to the appropriate department or supervisor when necessary.
• Maintain up-to-date knowledge of current sports seasons, fantasy contests, and promotional offerings.
• Accurately document customer interactions and resolutions in the CRM system.
• Adhere to call center performance metrics, including handle time, quality assurance standards, and customer satisfaction goals.
• Contribute to team success by sharing insights, identifying process improvements, and supporting peers.

Requirements

• High school diploma or equivalent
• Bilingual in Portuguese & English
• Ability to type 35+ words per minute
• Minimum of one year of customer service experience
• Strong written communication skills

Work Environment

This is a remote, work-from-home role. We will supply equipment, but you must have:

• Excellent Internet connectivity with speeds of at least 5 Mbps upload and 30 Mbps download (faster preferred).
• In-house network and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates (wireless and/or satellite Internet Service Providers are not compatible with our systems).
• A quiet and distraction-free, secure place to work.

This role is US-based. You must live and work in the US at all times during employment.

Benefits

• Paid training
• Generous PTO
• 401k
• Monthly recognition and incentive programs
• Medical, dental, and vision benefits
• EAP (Employee Assistance Program)
• Health and wellness programs
• A strong promote-from-within policy that rewards talent and dedication (80% of our frontline leaders have been promoted from within)