Customer Support Agent (iGaming experience)

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