Responsible Gaming Support Analyst (iGaming)

TL;DR

Responsible Gaming Support Analyst: Analyzing customer behavior and communications to identify potential gambling harm and ensure regulatory compliance with an accent on assessing risk levels and applying appropriate RG measures. Focus on handling high-risk cases and contributing to operational excellence and process improvements.

Location: São Paulo, Brazil

Company

hirify.global is one of the biggest GameTech companies globally, operating in 20 markets and powering Betano.

What you will do

• Analyze customer behavior and communications to identify potential gambling harm and apply appropriate Responsible Gaming (RG) actions.
• Assess risk levels based on customer behavior, communication patterns, and defined RG frameworks.
• Handle high-risk or complex cases according to defined escalation procedures, ensuring customer safety and regulatory compliance.
• Ensure consistency, accurate documentation in internal systems, and adherence to quality standards and SLAs.
• Participate in calibrations, audits, and continuous improvement discussions for RG processes.
• Collaborate with cross-functional teams like Customer Support, Compliance, Risk, Product, and external vendors.

Requirements

• 2–4 years of experience in back-office operations or Level 1 roles.
• Bachelor’s degree in Psychology, Social Sciences, Law, Business Administration, Data Analysis, or related fields.
• Advanced English level (reading, writing, and speaking) is mandatory.
• Strong analytical and critical thinking skills.
• Ability to assess sensitive situations objectively and calmly.
• Experience working with case management tools or CRMs.

Nice to have

• Knowledge of Responsible Gaming concepts and regulations.
• Basic data analysis skills (reporting, trend analysis).
• Familiarity with regulatory environments (Brazil or international).

Culture & Benefits

• Part of hirify.global, a global GameTech company operating in 20 markets.
• Diverse team of over 2,700 Kaizeners from 40+ nationalities.
• Recognized as a Best Workplace in Europe and certified Great Place to Work.
• Focus on leveraging cutting-edge technology to provide the best customer experience.