Customer Support Representative

This is a fully remote position, open to applicants in Ukraine, +1 more country.

📋 Description

• Manage player inquiries through Live Chat, Helpdesk, email, and other authorized communication channels.

• Authenticate players and assess relevant account, transaction, and communication history.

• Classify and prioritize inquiries based on established protocols.

• Independently resolve standard player inquiries within your scope of responsibility.

• Deliver precise information regarding account access, deposits, withdrawals, KYC, bonuses, Free Bets, games, geographical limitations, and technical issues.

• Conduct basic troubleshooting before escalating matters related to payments, websites, accounts, or games.

• Address standard VIP inquiries and refer exceptional cases, compensation requests, and high-risk disputes to the VIP team.

• Detect Responsible Gambling issues, suspicious or unauthorized activities, potential account compromises, and other critical concerns.

• Implement account restrictions or other measures when authorized by established protocols.

• Compile clear and comprehensive escalations containing all relevant information, completed checks, and required actions.

• Keep players updated and maintain communication until the issue is resolved or handed over to the appropriate team.

• Accurately log actions taken and prepare shift handovers for unresolved, high-priority, and critical cases.

• Safeguard players’ personal, financial, and account information.

• Adhere to approved procedures and communication templates without sharing unverified information or making promises on behalf of other teams.

• Report recurring issues, system errors, and knowledge gaps to the Customer Support Team Lead.

• Engage in training, quality assessments, and coaching sessions.

⛳️ Requirements

• Previous experience in Customer Support, ideally within iGaming, fintech, payments, or another high-volume digital setting.

• English proficiency at B1-B2 level.

• Excellent written communication and customer service abilities.

• Basic knowledge of deposits, withdrawals, KYC, bonuses, account restrictions, and Responsible Gambling.

• Capability to follow procedures, decision trees, and escalation protocols.

• Strong attention to detail and the ability to manage multiple conversations at once.

• Ability to maintain composure, professionalism, and a solution-oriented approach when addressing complaints and sensitive cases.

• High level of responsibility, discipline, and ownership.

• Willingness to work 12-hour shifts during the day and night, including weekends and public holidays.

🏝️ Benefits

• Flexible payment options: select the method that suits you best.

• Bonuses for holidays, birthdays, work milestones, and more.

• Coverage for courses and certifications.

• Opportunities for career advancement.

• Benefit cafeteria that includes sports, language courses, therapy sessions, and more.

• Team-building events.

• Attendance at industry conferences.

• Provision of new laptops and essential peripherals, including monitors and headphones.