Customer Support Representative

As a Customer Support Representative, you will provide exceptional bilingual customer service and support to customers via chat on a 24/7 rotating roster, ensuring a seamless and positive experience for users of the company's betting and casino platform.

Your Squad:

Our team is all about good vibes and working together like a tight-knit crew. We create a warm and inclusive environment where everyone feels welcome so don't worry if you don't have specific industry experience - we're looking for friendly, outgoing folks who know how to give exceptional customer service. So, if you've excelled in customer-facing roles, we want you on our team! We're big on collaboration, celebrating wins, and helping each other grows.

Our Story:

We are a well-established tech startup, we pride ourselves on being early adopters, progressive in our approach and adaptable to the ever-changing technology landscape. Our core focus is in the online gaming space, building well-designed casino games, and sportsbooks. 

Role and Responsibilities

• Respond to customer inquiries and requests in a timely and professional manner via chat and email
• Resolve customer issues and complaints, offering solutions and following up to ensure satisfaction
• Respond to customer inquiries in both English and Spanish either/Portuguese//, with fluency in both languages
• Keep up-to-date with product information and company policies to accurately assist customers
• Maintain customer data and communicate effectively with internal teams as needed
• Continuously strive to improve the customer experience by providing feedback and suggestions for process improvements
• Work a shift pattern of 7-3, 3-11, 11-7 which is 24/7 across 365 days

Work experience and skills

• Excellent communication skills, both written and verbal, in both English and Spanish
• Prior experience in a customer service role (face-to-face, online or phone-based)
• Availability to work on a 24/7 rotating roster
• Ability to work efficiently and effectively in a fast-paced environment.
• Familiarity with the crypto and online betting industry
• Previously worked in sports betting or online casino
• Previous experience working with Slack, G-Suite,

Personal qualities and behavioral traits

• Excellent communication and written skills
• Ability to take initiative
• Customer and solution focused
• Ability to multi-task
• Ability to work effectively without supervision
• Strong problem-solving and customer service skills

Relationships

• Team leader and other specialist Customer Support roles who will support you day to day
• Payments providers and internal payments coordinator/team
• Closely work with our other operational departments to escalate, solve and investigate issues and support our customers needs. Including but not limited too
• KYC team
• Fraud and AML
• Tech Support

Benefits:

Some of the perks of working for us:

• Flexible working hours.
• Team socials and ad-hoc get-togethers, and events for you to get involved in (if you wish).
• Annual training and development budget, and we have many many more initiatives!