Customer Support Agent (Gambling) Add Talent Solutions

Job description

We’re Hiring: Customer Support Manager

Our mission: to deliver world-class gaming experiences by providing fast, reliable, and customer-centric support that builds trust, satisfaction, and long-term loyalty. We are looking for a Customer Support Manager to manage our support daily operations and ensure an outstanding experience for every player.

Now we are looking for Customer Support manager, who will cover 3PM-11PM shifts by London time

What You’ll Do:

- Deliver high-quality, timely, and professional assistance across all communication channels, including some of cold, reactivation or up-sell outbound outreaches (live chat, email, etc.);

- Ensure hitting personal KPIs (list of KPIs) and continuous improvement;

- Participate in developing and optimizing support processes, workflows, and internal knowledge bases to increase efficiency and service quality;

- Handle complex escalations and ensure that critical cases are resolved quickly and in line with company standards;

- Gather and analyze customer feedback and support data to identify trends, pain points, and opportunities for product and service improvements;

- Ensure compliance with regulatory requirements and internal policies in all customer communications.

What We’re Looking For:

- Proven experience in Customer Support management within the iGaming, gambling, or similar fast-paced digital industries;

- High level of autonomy in resolving customer requests or going through a proper escalation process;

- Deep understanding of customer service KPIs, quality assurance processes, and performance management.

- Data-driven mindset with the ability to identify trends and turn them into improvement suggestions.;

- Excellent communication skills and a customer-first approach, + fast typing and proficient PC / Internet user;

- Ability to manage multiple priorities, adapt quickly to change, and stay solution-oriented under pressure.

Experience:

- 1+ years of experience in Customer Support.

- English B2+ level.

Why You Should Join Us:

- Competitive Compensation: Enjoy a competitive salary and performance-based bonuses.

- Remote Flexibility: Work from anywhere as part of an international and geographically diverse team.

- Professional Growth: We invest in your career development with learning opportunities and clear growth paths.

- Exciting Challenges: Join a fast-growing company at the forefront of the iGaming industry.

Apply now and help us elevate the player experience, build a world-class support function, and make a lasting impact in the iGaming world.