Customer Support Representative

About the role

As a Customer Support Representative, you will play a key role in delivering an exceptional customer experience by managing inbound and outbound calls, handling live chats, and responding to emails across multiple support channels. This is a shift‑based role, including weekends. Previous experience in the iGaming industry is a strong plus.

Key responsibilities

• Handle inbound and outbound calls, live chat, and email inquiries in a timely, professional, and friendly manner.
• Provide accurate information regarding account queries, transactions, promotions, and platform features.
• Resolve customer issues efficiently, escalating complex cases to the appropriate team when needed.
• Maintain detailed and accurate records of customer interactions in the CRM/support system.
• Identify recurring issues and flag trends to help improve processes and customer experience.
• Support customers across multiple channels simultaneously while maintaining quality and response‑time standards.
• Collaborate with Payments, VIP, and Compliance teams to ensure smooth resolution of customer requests.
• Stay up to date on product updates, promotions, and policy changes to provide accurate support.

Required profile

• A strong passion for customer care with a prevention‑focused mindset.
• Genuine interest in identifying customer needs and delivering first‑contact resolution.
• Excellent communication skills, patience, and ability to explain complex topics clearly.
• Experience interacting with customers via calls, chat, and email.
• Target‑driven mindset with a desire to consistently improve performance.
• Ambition, eagerness, and readiness to learn.
• Ability to multitask and make quick decisions in real time.
• High attention to detail and accurate evaluation of customer needs.
• Proficiency in English with excellent verbal and written communication.
• Flexibility to work shift hours and weekends on a rotating schedule.
• iGaming experience is a plus.