Deliver professional, friendly, and efficient customer support to English-speaking users across various channels.
Resolve escalated player issues effectively and within SLA.
Troubleshoot and resolve players issues related to accounts, payments, bonuses, games, and responsible gambling.
Follow internal procedures and compliance requirements, especially in regulated markets.
Collaborate with internal teams (Payments, Risk, Fraud, Casino, Sportsbook) to resolve more complex cases.
Escalate and track bugs, outages, or player complaints using internal tools.
Maintain up-to-date knowledge of products, promotions, and compliance requirements.
Support retention and customer satisfaction goals by ensuring every interaction adds value to the player experience.
Contribute to our knowledge base by suggesting improvements based on recurring customer issues.

Fluency in English (native or near-native).
Previous experience in customer support, preferably in the iGaming industry or a fast-paced digital environment.
Strong problem-solving and communication skills.
A customer-first attitude with a proactive and empathetic approach.
Ability to multitask and work in a shift-based environment, including evenings, weekends, and holidays.
Basic understanding of iGaming products (casino, sportsbook, payments, bonuses) is a strong plus.
Knowledge of responsible gaming practices and regulatory environments is nice to have.
Experience working with B2C brands in online gaming, betting, or fintech is also nice to have.

Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
Benefit from two Free Fridays each year, limited to one per quarter.
3 sick leave days per year, no doctor's note required.
Daily catered lunch or monthly lunch allowance.
Private Medical Subscription.
Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
Access to an Employee Assistance Program through TELUS Health.
Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
Amazing office space complete with its own pool and gym.

Customer Support Representative, English Speaker

Key skills