About Playtech
Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B business. By leveraging its proprietary technology, Playtech delivers innovative products and services to ensure a safe, engaging and entertaining gaming experience.
As the gaming industry's leading technology company, it combines business intelligence-driven software, services, content, and platform technology to drive excellence and innovation across the sector. Read more about who we are and what we do here: www.playtechpeople.com and www.playtech.com
Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Embracing differences and maintaining transparency in our processes is the core of Playtech's overall commitment to responsible business practices.
Ready to level up your career?
Playtech Managed Services is looking for a passionate Customer Service Trainer to join our team at Playtech's new Brazilian Playtech Managed Services (PTMS) in Sao Paulo - SP. If you are passionate about fostering a knowledgeable, high-performing, and motivated workforce through engaging and effective learning initiatives, we want to hear from you!
Job Description
Your influential mission. You will...
- Design and maintain a comprehensive training program that fosters a motivated, knowledgeable, and high-performing workforce.
- Oversee the full training lifecycle within the Customer Service Department—from onboarding to ongoing development.
- Conduct onboarding sessions, mentoring, and coaching for new hires, introducing them to company products, systems, standards, and goals.
- Deliver refresher trainings to address performance gaps and support continuous improvement.
- Develop engaging educational materials, including presentations, video tutorials, and other training resources.
- Maintain and update all training content to reflect current processes, systems, and product changes.
- Create and manage a structured training calendar for departmental learning initiatives.
- Track attendance and maintain accurate training records.
- Evaluate trainee performance, provide constructive feedback, and recommend further development opportunities.
- Report on training outcomes, analyze trends, and share insights with relevant stakeholders.
- Identify training gaps and implement innovative methods to enhance learning effectiveness.
- Collaborate with internal teams to align training with company policies, procedures, and strategic goals.
- Stay informed on systems, products, and processes to ensure training remains relevant.
- Engage with colleagues across departments to maintain up-to-date knowledge.
- Participate in external training opportunities to support personal and professional growth.
- Welcome feedback to improve training delivery and personal performance.
- Monitor employee satisfaction with training programs and incorporate feedback into future sessions.
- Promote a positive company image and culture through impactful training initiatives.
- Ensure punctuality and professionalism in all training-related activities.
- Report concerns regarding trainee behavior, engagement, or comprehension to the direct manager.
- Support additional operational tasks as requested by management, based on business needs.
Qualifications
Components for success. You...
- Hold a bachelor’s degree in a relevant field (such as Education, Communication, or HR), or bring extensive, proven experience in corporate training and development.
- Have at least 1 year of experience in a similar role, ideally within a customer service environment.
- Possess strong knowledge and hands-on skills in customer service operations, including inquiry handling, problem-solving, and customer satisfaction strategies.
- Communicate fluently in English (C1 level), both written and spoken, and speak Brazilian Portuguese at a native level with excellent communication skills.
- Demonstrate strong computer literacy, especially with MS Office tools (Excel, Word, PowerPoint, Outlook).
- Understand customer service principles and best practices, and manage customer interactions effectively to resolve issues and ensure satisfaction.
- Extract, summarize, and present key information clearly and concisely, with solid knowledge of business processes and strong presentation skills.
- Meet performance standards across key indicators, including customer orientation, quality and excellence, job knowledge, results-driven mindset, professionalism, integrity, trust and commitment, time management and punctuality, communication skills, and technical aptitude.
- Solve problems with creativity and resilience, showing patience and adaptability in challenging situations.
You'll get extra points for...
- Thrive in a dynamic, fast-paced environment, with the ability to multitask, prioritize, and make sound decisions.
- Demonstrate assertiveness, collaborate well in teams, and maintain a service-oriented mindset focused on high-quality customer support.
Additional Information
Thrive in a culture that values...
- A supportive and collaborative team environment.
- Opportunities for professional growth and development.
- A commitment to innovation and excellence.
- A diverse and inclusive workplace where everyone is welcome.
- Comprehensive benefits and competitive compensation.
HOW TO APPLY?
In addition to your CV, please add a brief motivation letter covering your goals, your current experience in Customer Support Trainer or related fields, and/or working in a corporate environment. You can write it in the comment section at the end of the application page (under "your message to the hiring manager").
TEAM NAME HERE
Join the team at our new Brazilian Playtech Managed Services (PTMS) office, where we work together to support and enhance our live products and services. Be part of a global, dynamic and innovative team that values collaboration, continuous learning, and excellence.
Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work
