IGaming Customer Support Representative - WFH

About the role

We are looking for a Customer Support Representative to join our growing iGaming team. The successful candidate will be responsible for providing fast, professional, and player-focused support to customers across our online gaming platform. You will assist players with account concerns, deposits and withdrawals, game-related inquiries, promotions, technical issues, and other platform-related concerns, while ensuring a smooth and positive player experience.

Key responsibilities

• Respond promptly and professionally to players' inquiries through available customer support channels.
• Provide accurate information regarding games, account features, promotions, bonuses, deposits, withdrawals, and platform functionality.
• Assist players in troubleshooting and resolving issues related to gameplay, accounts, payments, transactions, and technical concerns.
• Guide players on game rules, platform features, promotions, campaigns, and responsible gaming practices.
• Handle customer concerns professionally while maintaining a high level of empathy, patience, and professionalism.
• Document and track player interactions, concerns, and resolutions using the company's designated CRM/ticketing/customer support system.
• Escalate complex issues to the appropriate Payments, Technical, Risk, Compliance, or Product teams when necessary.
• Work closely with internal teams to ensure player issues are resolved efficiently and within the required timeframe.
• Monitor player feedback and identify recurring issues, trends, and common customer concerns.
• Provide feedback and insights to relevant teams to help improve the platform, products, and customer support processes.

About you

• Excellent English communication skills, both written and verbal.
• Previous experience in iGaming, online gaming, BPO, customer service, technical support, or a similar role is an advantage.
• Strong problem-solving and critical-thinking skills with the ability to work effectively in a fast-paced environment.
• Excellent customer service skills with a strong focus on player satisfaction and retention.
• Empathetic, patient, and professional when dealing with customer complaints or frustrated players.
• Basic technical knowledge and proficiency in using CRM, ticketing, live chat, and customer support tools.
• Ability to multitask and handle multiple customer inquiries efficiently.
• Ability to work independently and collaboratively with different departments.
• Willingness to work night shifts, weekends, and holidays as part of a 24/7 support operation.
• Passion for online gaming and familiarity with iGaming culture, terminology, and player behavior is highly preferred.