Sulake is part of Azerion – a European tech-based media and entertainment company. We currently run several successful casual gaming platforms such Spilgames, and Plinga, as well as popular apps like Operate Now, and thriving online communities like Habbo and Hotel Hideaway. We operate globally and are experiencing rapid growth.

We are now looking for a native Portuguese speaker to join our Customer Experience Team in Spain. This is a full-time position, focused on providing support for our online communities, Habbo and Hotel Hideaway. This role follows a fixed rotating shift pattern, with two weekends off per month and two weekdays off during the remaining weeks.

Our games are enjoyed by millions of players every month, and with such an active community comes a wide range of questions, feedback, bug reports, and complaints. As a Customer Experience Specialist, you’ll be responsible for responding to players’ inquiries and concerns about our online communities in a friendly, polite, and helpful manner, while keeping the tone light and pleasant. In addition to customer support, you’ll also assist with localization and other communication-related tasks to ensure our messaging is clear and culturally relevant for Portuguese-speaking users.

Main Responsibility Areas & Key Tasks:

• Replying to customer service tickets.
• Handling player-generated abuse reports and help queries.
• Localization and communication tasks.
• Creating and executing content like games, competitions, stories, and marketing & advertisement campaigns.
• Supporting the local Customer Experience Manager as a local point of contact for NGOs, police, and authorities.
• Dynamizing and creating an appropriate atmosphere in Sulake online communities.
• Assisting the Head of Customer Experience with country KPIs analysis.
• Game bugs reporting.
  

Key Competencies:

• Native Portuguese or Brazilian Speaker with excellent communication skills (including grammar, spelling, syntax, typing, etc.).
• Fluent in English and in another language.
• Exceptional analytical and problem-solving abilities.
• Ability to work independently on multiple projects.
• Direct experience with community-based Internet products is a definite plus.
• Customer Service experience.
• Confident and outgoing personality.
• Team player.
• Computer and Internet literate.

At Sulake, we are committed to diversity and equal opportunity for all employees, regardless of the five diversity dimensions: Gender, Accessibility, LGBTIQ+, Generations, and Culture. We actively recruit from diverse backgrounds and ensure that all applicants and employees are treated fairly and equitably.

We offer a versatile role in an international environment, where you'll have the chance to collaborate with a highly skilled, motivated team of professionals from across Europe. Join us and be part of a dynamic and inclusive workplace that values innovation, teamwork, and personal growth.