Customer Support Agent / Brazil / VBET
We are looking for a proactive and customer-focused Customer Support Agent to join our VBET Brazil team. In this role, you will support users of our online betting and casino platform by providing professional, fast and accurate assistance across live chat, email and phone channels. You will be the first point of contact for our players — helping them resolve questions, troubleshoot issues, and ensuring an exceptional customer experience. This position requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment.
- Respond to customer inquiries via chat and email, delivering clear, accurate and empathetic communication.
- Assist users with account access, payments, technical issues, game-related questions and other services.
- Follow internal processes, compliance rules and responsible gaming guidelines.
- Manage each case efficiently, maintaining high quality and meeting performance targets.
- Identify bugs or recurring issues and report them to relevant teams.
- Use CRM systems, helpdesk tools and internal knowledge bases to document interactions.
- Maintain punctuality, schedule adherence and consistent attendance.
- Participate in ongoing training, coaching and performance improvement sessions.
- Demonstrate strong business ethics and align with company expectations, understanding how daily support activities impact overall business goals.
- 1+ year of customer support or related experience (required).
- Intermediate or higher level of English proficiency (required).
- Native Portuguese (required).
- Confident written communication skills (required).
- Ability to multitask and follow structured processes (required).
- Strong customer orientation, problem-solving and attention to detail (required).
- Ability to work under pressure and handle complex or sensitive customer situations professionally (required).
- High school diploma (required).
- Previous experience in iGaming, fintech, or tech support (nice-to-have).
- Knowledge of responsible gaming, KYC or fraud-related procedures (nice-to-have).
- Familiarity with CRM/helpdesk systems (nice-to-have).
- Work in a dynamic and supportive environment where quality, teamwork and customer satisfaction are top priorities.
- Gain deep product knowledge.
- Develop strong communication skills.
- Contribute directly to the success and reputation of our brand.
SoftConstruct is a technology developer founded by the Badalyan brothers in 2010, working across a range of IT sectors. The company originated several market-leading brands, including BetConstruct, FeedConstruct, SpringBME, Ucraft, Fasttoken and FastShift, which together make up the wider SoftConstruct group. Its best-known product, BetConstruct, supplies online gaming and sports betting software and services to operators worldwide. SoftConstruct employs over 5,000 people across more than 10 trademarks and numerous offices, and is headquartered in Yerevan, Armenia.