Customer Experience Specialist

Brazil

The Customer Experience Specialist serves as a critical escalation point for regional Executive Escalations and consumer advocacy-related cases. This role requires advanced problem-solving, cross-functional collaboration, and a strong focus on delivering fair, timely, and high-quality resolutions. The specialist also partners with frontline and support teams to provide guidance, share insights, and drive improvements in processes that enhance both the player/customer and agent experience, supporting overall Quality Management System (QMS) objectives.

The Job

Executive Escalations & Case Resolution

• Manage and resolve high-profile regional Executive Escalations with professionalism, empathy, and a customer-first mindset.
• Act as a subject-matter expert and escalation point for cases originating from consumer advocacy teams, ensuring consistent, accurate, and policy-aligned resolutions.
• Partner with Legal, Compliance, and regional leadership teams to address sensitive or complex cases.
• Coordinate the efforts to respond the local customer platforms such as Reclame Aqui, Procon, etc to support better legal cases management
• Coordinate and support the team hired to respond directly the RA platform (Foundever), with extension to managing the contract, reviewing the KPIs, and managing necessary conflicts

Support & Guidance

• Provide real-time support, coaching, and guidance to frontline and support teams handling escalated cases.
• Act as a trusted advisor, helping agents navigate policy interpretation, tone, and resolution strategies.
• Create and share best practices and case-handling frameworks to elevate resolution quality across teams.
• Undertake ad-hoc administrative responsibilities and actively participate in business-driven special projects.
• Occasional travel to contact centres may be required to support training on new processes, products, services, or agent forums.

Process Improvement & QMS Alignment

• Proactively review case handling processes, workflows, and escalation triggers to identify opportunities for improvement.
• Collaborate with cross-functional partners (Operations, Policy, Training, Quality) to design solutions that reduce friction for customers and agents.
• Champion initiatives that directly improve player and agent experiences, aligning with QMS standards and driving measurable quality outcomes.
• Track and analyse escalation trends to recommend actionable solutions and process enhancements.

Collaboration & Reporting

• Maintain strong relationships with internal stakeholders, ensuring alignment on escalation handling and process updates.
• Provide timely feedback and insights to leadership regarding emerging trends, risks, or opportunities.
• Contribute to reporting efforts that demonstrate impact, quality improvements, and customer experience outcomes.

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The Requirements

• Bachelor's degree in business, Communications, or related field (or equivalent work experience).
• Proven experience handling executive or senior-level escalations, ideally in a corporate, consumer advocacy, or customer support environment.
• Strong interpersonal and communication skills, with the ability to manage sensitive cases under pressure.
• Demonstrated ability to analyse complex problems, identify root causes, and recommend scalable solutions.
• Experience contributing to process improvement initiatives and working within a Quality Management System (QMS) framework.
• High degree of empathy, resilience, and professionalism.
• Strong collaboration skills with the ability to influence without authority.

Success in this Role Looks Like

• Timely, fair, and policy-aligned resolutions for high-profile escalations.
• Increased confidence and effectiveness among frontline teams through expert guidance and support.
• Measurable improvements in QMS results, customer satisfaction, and agent experience.
• Reduced escalation volume through proactive process improvements and insights.