Customer Support Agent
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We are looking for a Customer Support Agent to provide exceptional support to our players across LATAM 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 LATAM 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
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