Customer Support Agent (iGaming experience)

Job description

We are looking for a Customer Support Agent to provide exceptional support to our players across TIER1 markets. The ideal candidate is customer-oriented, proactive, and capable of delivering a high-quality support experience in a fast-paced iGaming environment.

You will serve as the first point of contact for our players, helping resolve issues, answering questions, and ensuring a smooth customer experience across all communication channels. This position follows a 2/2 shift pattern, providing a balanced rotation of workdays and days off.

Key Responsibilities:

- Provide customer support via live chat, email, and other communication channels

- Assist players with account-related, payment-related, and technical inquiries

- Investigate and resolve customer issues in a timely and professional manner

- Escalate complex cases to relevant internal teams when necessary

- Maintain accurate records of customer interactions

- Follow established support procedures and service standards

- Identify recurring customer issues and report them to management

- Contribute to a positive customer experience and player retention

Requirements:

- Previous experience in Customer Support in iGaming (mandatory)

- Upper-intermediate English or higher

- Experience with Intercom (preferable), LiveChat, Freshdesk,ZenDesk or similar platforms

- Strong communication and interpersonal skills

- Ability to multitask and manage multiple conversations simultaneously

- Problem-solving mindset and attention to detail

- Comfortable working in a fast-paced environment

- Basic understanding of online casino products and player journeys

Nice to Have:

- Previous experience supporting TIER1 markets

- Experience handling payment-related inquiries

- Experience working in shift-based environments

Personal Qualities:

- Customer-oriented mindset

- Empathy and patience

- Strong communication skills

- Attention to detail

- Reliability and responsibility

- Ability to remain professional under pressure

- Positive attitude and willingness to help others

- Team player mentality