Kaizen Gaming Careers - BackOffice Specialist

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 17 markets.We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let's start with the role

We are looking for a Customer Support Specialist – Back Office to oversee and enhance the performance of our back-office team. This role will be responsible for key KPIs, including contact volume, escalations, transfers, and productivity, ensuring operational efficiency and continuous improvement. The ideal candidate will proactively seek ways to optimize processes, improve agility in responding to customer needs, and act as the point of contact (POC) for specific back-office functions, handling escalations and driving operational excellence.

A Typical Day in This Role

Analyze back-office data and results to identify and draft plans for improving over key customer pain points;
Collaborate with partner teams to enhance team autonomy and drive first-contact resolution (FCR);
Provide insights and feedback to help internal and outsourced teams improve their operational efficiency.

Key Responsibilities

Ensure operations are running smoothly, through elaborating, tracking and joining action plans in partnership with our BPOs and our internal teams.
Drive roadmap of back-office process improvements through increasing autonomy and reducing handle time, transforming complex processes into seamless resolutions.
Own and handle escalations of critical cases and tools functionalities to support the best operations of the Backoffice's team.

What you will bring

Ideal background Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
Fluency in English.
Proven experience in Customer Support at N2 or in relatively complex products or situations.
3-5 years of experience in a related role, with at least half of it in fast growing tech companies.

Skills & Experience

Strong communication and interpersonal skills.
Experience with CRM tools (e.g., JIRA, Salesforce, Zendesk).
Proven experience doing customer support on complex products or environments.
Ability to analyze data and generate customer insights.
Problem-solving skills with a proactive, customer-first mindset.
Project management skills.

Kaizen Gaming Perks

🕑 Hybrid way of working
🏃 A buddy will support you with your onboarding
💸 Competitive pay and bonus scheme
👩‍⚕️ Private health insurance for you and your family
💰 Monthly meal allowance
⭐Developmental 360° feedback framework
📚 Unlimited access to Udemy & continuous training

#LI-Hybrid

#LI-NK1

BackOffice Specialist

Customer Operations

São Paulo, Brazil