Customer Experience Specialist

As part of Azerion, a European tech-based media and entertainment company, Sulake is a leading entity operating successful casual gaming platforms like Spilgames and Plinga, along with popular apps such as Operate Now and thriving online communities like Habbo and Hotel Hideaway. With a global presence and experiencing rapid growth, we are currently seeking a native Portuguese speaker to join our Customer Experience Team in Spain for a full-time position dedicated to supporting our online communities, Habbo and Hotel Hideaway. In this role, you will be engaging with millions of players every month, addressing a wide array of inquiries, feedback, bug reports, and complaints from our active community. As a Customer Experience Specialist, your primary responsibility will be to respond to players" concerns and inquiries in a friendly, polite, and helpful manner, maintaining a light and pleasant tone. Additionally, you will be involved in localization and other communication-related tasks to ensure our messaging is clear and culturally relevant for Portuguese-speaking users. Key Responsibilities: - Responding to customer service tickets promptly and effectively. - Managing player-generated abuse reports and help queries. - Handling localization and communication tasks. - Creating and executing engaging content like games, competitions, stories, and marketing campaigns. - Acting as a local point of contact for NGOs, police, and authorities, supporting the Customer Experience Manager. - Fostering a vibrant atmosphere in Sulake online communities. - Assisting the Head of Customer Experience with the analysis of country-specific KPIs. - Reporting game bugs for efficient resolution. Key Competencies: - Native Portuguese or Brazilian Speaker with exceptional communication skills, including grammar and spelling. - Proficiency in English and another language. - Strong analytical and problem-solving abilities. - Capability to manage multiple projects independently. - Previous experience with community-based Internet products is advantageous. - Customer service experience. - Confident, outgoing, and a team player. - Proficient in computer and Internet usage. At Sulake, we prioritize diversity and equal opportunities for all employees, irrespective of gender, accessibility, LGBTIQ+, generations, and culture. We actively promote recruitment from diverse backgrounds to ensure fair and equitable treatment of all applicants and employees. Join us at Sulake for a dynamic role in an international setting, collaborating with a highly skilled and motivated team of professionals from across Europe. Be part of our inclusive workplace that values innovation, teamwork, and personal growth.,