• Replying to all kinds of requests; • Daily and weekly ticket queue analysis to create action plans to sustain Player Support's KPIs health; • Managing and improving the knowledge base's articles, categories and navigation, improving the players' ability to get a self-served answer without needing to submitting a request; • Developing dashboards and reports that would allow the team to make more data-informed decisions; • Implementing the Live Chat support channel regionally and providing weekly feedback to the central team so the tool could be iterated; • Crafting onboarding material for new support agents and training them; • Establishing good relations with the central office, collaborating with them to provide meaningful feedback on behalf of Brazilian players. e.g.: considering including the timezone difference in the news and articles of when an in-game event would end; • Also developing good relations with other regional offices that would allow us to exchange best practices.