Deliver outstanding service by addressing customer inquiries with professionalism and empathy across multiple channels (email, chat, phone)
Investigate and resolve customer complaints by identifying issues, determining root causes, and implementing effective solutions
Manage complex or high-priority customer issues and guide junior agents through difficult situations
Recommend relevant products or services by analyzing customer feedback and usage trends
Go the extra mile to enhance customer satisfaction and promote brand loyalty
Maintain accurate and detailed logs of all customer interactions and update customer records
Consistently meet or exceed team KPIs and SLAs in a remote, metrics-driven environment
Share best practices and contribute ideas to enhance customer support operations

Minimum 2+ years in a customer service role within the iGaming or social casino industry
Bachelor's degree preferred, or at least 2 years of college education
Proficient in Zendesk and general IT systems
Strong communication and presentation skills in English (written and spoken)
High emotional intelligence and the ability to adapt to a variety of personalities
Exceptional multitasking, prioritization, and time-management skills
Customer-centric, proactive, and able to work independently without close supervision

Customer Support Agent

Key skills