Customer Support Agent PT-EN

Overview

Caravel Entertainment, S. A. is a Portuguese company specialized in operating online gaming brands in a regulated environment. It is the licensed entity responsible for managing the Moosh. pt platform — a sportsbook and online casino authorized by the SRIJ (Serviço de Regulação e Inspeção de Jogos).

With a strategic and multidisciplinary approach, Caravel covers all core areas of the operation: from product management, marketing, compliance, and customer support to coordination with technology partners, affiliates, and suppliers. Our core objective is to provide an online gaming experience that is safe, responsible, transparent, and
- centric.

To ensure an efficient and highly specialized operation, Caravel maintains a strategic partnership with Crunchequation, which jointly assumes several management functions for the Moosh. pt brand. Crunchequation provides active support in areas such as digital marketing, CRM, casino operations, affiliates, technical support, design, and other operational fronts, contributing directly to the brand’s growth and competitive positioning in the market.

Caravel combines technology, innovation, and regulatory rigor to position itself as a reference in the i
Gaming sector in Portugal. We work every day to evolve the Moosh experience, with a focus on personalization, clear communication, and sustainable growth.

We are part of a dynamic, demanding, and constantly evolving industry — so we value talent, initiative, critical thinking, and a willingness to learn. Joining Caravel means becoming part of a team passionate about digital entertainment, committed to a collaborative culture and excellence.

Responsibilities

• Provide customer support via chat, email, and phone, ensuring an efficient, courteous, and
  - oriented service.
• Clarify platform features, betting rules, markets, promotions, and gaming operations.
• Support account verification (KYC) processes, including document review.
• Identify potential signs of excessive gambling and act in line with internal Responsible Gaming practices.
• Log, categorize, and track requests in the internal support system, ensuring appropriate response times.
• Report technical incidents, malfunctions, and anomalies to the relevant teams.
• Ensure compliance with internal policies, legal requirements, and SRIJ guidelines.
• Contribute to improvements in support processes and overall user satisfaction.

Qualifications

• Previous experience in customer support roles, preferably in a digital environment.
• Excellent verbal and written communication skills in Portuguese; English proficiency is valued.
• General knowledge of sports betting and/or online casino is an advantage.
• Ability to work in a shift system, including weekends and public holidays.
• Strong sense of responsibility, attention to detail, and ability to handle multiple tasks.
• User-centric mindset, proactivity, and strong
  - solving skills.

Benefits

• Integration into a growing company in the i
  Gaming sector.
• A collaborative and innovative work environment.
• The opportunity to contribute to continuous process improvement and operational excellence.
• Competitive salary package, aligned with experience.
• Benefits and professional development opportunities.

Join us and help us deliver outstanding support to every player, every day.