Player Experience Agent Lisboa

Player Experience Agent
Lisboa
Lisboa, Lisboa, Portugal

We are a licensed and regulated online gaming company, offering premium experience in Casino, Sports Betting, and Poker to thousands of players. We’re passionate about delivering
- tier entertainment!

We’re looking for a Player Experience Agent who’s eager to make a real impact by providing fast, friendly, and knowledgeable support to our players. But this role goes beyond support. We’re looking for someone proactive and
- obsessed, who wants to participate in projects that improve our services and drive innovation in customer experience.

If you're keen on delivering excellence in a dynamic environment, this is the role for you.

Your Role

Be the first point of contact for our players via chat, email and social media.

Solve issues with speed and empathy, from technical questions to account support.

Ensure every interaction reflects our commitment to responsible, transparent, and safe gaming.

Escalate and follow up on complex issues while keeping the player informed throughout.

Contribute to continuous improvement by sharing insights, trends, and player feedback.

Collaborate with internal teams — Product, Risk, CRM, etc. to ensure a seamless player journey.

Participate in projects aimed at improving tools, processes, and service flows.

Your Profile

High school diploma (12th grade) – mandatory

Fluent in Portuguese (native level) – written and spoken.

High proficiency in English – written and spoken.

Strong computer literacy – proficient in MS Office and online tools.

Confident using digital tools, customer journey and support platforms (Zendesk, Full Story or similar).

Experience in customer service or customer experience roles (experience in online gaming is a big plus).

Interest or knowledge in online Casino, Sports Betting, or Poker is a strong plus.

Strong communication skills with a
- oriented mindset.

Ability to
- task, prioritize, and perform under pressure.

A team player who can also work independently and take ownership.

Willingness to work in shifts and weekends, as per operational needs.

Based in the Lisbon Metropolitan Area – mandatory.

What we offer

- A role in one of the most exciting industries in digital entertainment.

- Hybrid working model (office + remote flexibility).

- Competitive salary package.

- Health insurance, meal allowance, and other perks.

- A collaborative culture where your voice matters.

Ready to apply? Send your CV to info. online@estorilsoldigital.com with the reference PXA and let us know why you're excited to elevate our customers experience to the highest level.