Customer Care Executive

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BetWarrior is a next-generation digital gaming company with a bold mission: to redefine the way people experience sports betting and casino entertainment across Latin America.

With a dynamic and diverse team, deep market insights, and cutting-edge technology, we're creating an experience that is personalized, responsible, and always player-first.

Great people, bold ideas, and a sharp focus on user experience set us apart

Purpose

We are looking for a Customer Care Executive to help us provide an exceptional experience to our customers. Your mission will be to do your best so that we can resolve our customer’s concerns, ensuring that they get the highest quality and fastest attention possible.

In this role, you’ll

Handle a high volume of interactions by dynamically managing live channels (mainly chat and phone calls) and offline channels (email), ensuring fast and decisive responses.

Take ownership of providing top-of-the-line customer support to a highly demanding user base.

Actively manage and resolve daily issues related to systems, websites, hardware, procedures, campaigns, and products, escalating cases when necessary.

Build strong relationships with customers and internal stakeholders by embracing and promoting the BetWarrior culture and team spirit.

Collaborate closely and proactively with operational teams such as Fraud & Risk, Responsible Gaming, Payment Services, Marketing, and CRM to stay aligned with product offerings and policies.

Support the Customer Care leaders with operational tasks and initiatives by driving continuous improvement in team operations and workflows.

Take ownership of consistently meeting and maintaining quality and productivity KPIs.

Develop and construct a deep understanding of campaigns, promotions, and the full product portfolio, including Casino, Live Casino, and Sportsbook.

Balance hands-on operational work with a mindset oriented toward strategic improvement and scalability.

What we look for in an exceptional candidate

Excellent frustration-management skills and a proven ability to work under pressure in a dynamic environment. You must feel comfortable managing multiple simultaneous interactions (chats) with speed, assertiveness, and without compromising quality.

Strong focus on meeting challenging goals and performance metrics (response times, resolution volume, and satisfaction surveys).

Strong passion for customer service, with a proactive, can-do attitude.

High level of empathy and a genuine customer-centric approach, maintaining professionalism with demanding users.

Strong attention to detail, reliability, and accountability in daily operations.

Flexibility and willingness to work rotating, shift-based schedules (including night shifts).

Bonus points if you also have

Desirable (but not mandatory) to have at least 1 year of experience in Customer Care operations or customer service in online environments.

Solid knowledge of the online gaming market (iGaming), including products, platforms, and customer behaviors.

Strong interest in i-gaming and a demonstrated willingness to continuously learn and improve.

Relevant academic degree or professional qualification related to customer service, business, or a similar field.

How we do things

We operate in a dynamic and fast-growing environment, combining hands-on execution with strategic thinking.

We promote a collaborative, transparent, and inclusive culture, where teamwork and ownership are key.

We focus on continuous learning, development, and internal growth opportunities.

We strive for high-quality standards, customer-centric decision-making, and operational excellence across all teams.

We expect every team member to live our values

Accountability & Ownership – Take charge, own your craft

Reliability – Deliver with quality and consistency

Teamwork – Collaborate, challenge, and grow