Customer Support
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Role in brief
This remote role at an online casino operator involves providing live chat and email support to players in English and Spanish. Candidates with iGaming support experience and strong communication skills, comfortable with shift work, should apply.
About the role
This role focuses on direct player interaction for an online casino operator, handling inquiries across live chat and email. Responsibilities include resolving issues related to account verification (KYC), payments, and bonus mechanics, ensuring players receive timely and clear assistance. The position requires adherence to service level agreements (SLAs) for response times and communication quality.
A key aspect of this role is problem-solving and documentation. The representative will not only resolve immediate player issues but also identify recurring problems, escalating them to the product team for deeper investigation. Contributing to the internal knowledge base and FAQs is also part of the daily routine, helping to improve self-service options and team efficiency.
Success in this position means effectively managing player expectations and resolving complex situations with clarity and resilience. The role also involves interacting with payment providers when necessary to address disputed transactions, requiring a comprehensive understanding of payment systems and iGaming-specific processes. The team operates on a shift schedule, including evenings and nights.
Skills that matter here
- KYC: The role involves resolving player issues related to Know Your Customer verification processes.
- payments: The representative will address player inquiries concerning payment transactions and interact with payment providers for disputes.
- bonuses: Understanding and explaining bonus rules to players is a core part of resolving their inquiries.
- English: Proficiency in English is required for player communication via live chat and email.
- Spanish: Proficiency in Spanish is required for player communication via live chat and email.
- iGaming: At least one year of prior user support experience within the iGaming industry is a mandatory requirement.
Who this role suits
- A candidate who thrives on direct player interaction and enjoys solving problems in a fast-paced environment.
- Someone with a clear, empathetic communication style who can explain complex iGaming concepts simply.
- An individual comfortable with shift work, including nights, and capable of managing stressful situations with resilience.
- A person who understands the nuances of iGaming operations, particularly around payments, bonuses, and player verification.
From the employer
Responsibilities
- Handle player inquiries via live chat and email in Spanish and/or English
- Resolve issues related to verification (KYC), payments, bonuses, and platform functionality
- Adhere to SLA for first response time and communication quality
- Document recurring issues and escalate them to the product team
- Participate in writing and updating the knowledge base / FAQ
- Interact with payment providers regarding disputed transactions if necessary
Requirements
- At least 1 year of experience in user support within iGaming
- Proficiency in English/Spanish
- Strong written communication skills, ability to explain complex issues in simple terms
- Stress resilience when dealing with conflict situations
- Willingness to work in shifts (including evening/night shifts)
- Understanding of KYC processes, payment systems, and bonus rules
Conditions
- Fully remote work format
- Stable shift schedule + additional pay for night shifts
- Opportunities for growth as the team scales
- Competitive salary (paid in $)
Questions about this role
What is the remote work policy for this role?
This is a fully remote position, allowing work from any location.
What level of experience is required for this role?
Candidates need at least one year of experience in user support specifically within the iGaming sector.
How will I communicate with players?
You will handle player inquiries primarily through live chat and email, in both English and Spanish.
✓ Apply here in a minute. Your application and answers go straight to the hiring person, so you never land in a spam pile.