Customer Engagement Analyst

Job Summary

Superbet is looking for a Junior Customer Engagement Analyst to support some of the most dynamic and visible customer communication channels in our 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, you will help support channels within our operation that may include Reclame Aqui, social media interactions, Ombudsman, LGPD-related contacts, and Google Play reviews, among others. You will help respond to customers, organize 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. You 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.

Key Responsibilities

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 organize 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 the company’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.

What We’re Looking For

Entry-level profile, ideally with some exposure to customer service, communication, digital platforms, or similar areas through internships, academic projects, or early work experience.

Strong written communication skills in Portuguese.

Intermediate English and Spanish will be extra relevant

Interest in customer communication, online reputation, and digital service environments.

Strong attention to detail and a responsible approach when handling customer-facing communications.

Proactive attitude, willingness to learn, and a collaborative mindset.

Comfortable working in a fast-paced environment with different types of customer interactions.

Basic familiarity with digital channels such as social media, review platforms, or complaint platforms is a plus.

Working Hours & Availability

This role may occasionally require work on weekends or outside standard business hours, depending on business needs. Flexibility and availability to support occasional activities outside regular working hours are expected.