Customer Support Agent (iGaming experience)

We are looking for a Customer Support Agent to provide exceptional support to our players across TIER1 markets. The ideal candidate is customer-oriented, proactive, and capable of delivering a high-quality support experience in a fast-paced iGaming environment. You will serve as the first point of contact for our players, helping resolve issues, answering questions, and ensuring a smooth customer experience across all communication channels as part of our 24/7 customer support operation . This position follows a 2/2 shift pattern , providing continuous service coverage while maintaining a balanced rotation of workdays and days off. Key Responsibilities: Provide customer support via live chat, email, and other communication channels Assist players with account-related, payment-related, and technical inquiries Investigate and resolve customer issues in a timely and professional manner Escalate complex cases to relevant internal teams when necessary Maintain accurate records of customer interactions Follow established support procedures and service standards Identify recurring customer issues and report them to management Contribute to a positive customer experience and player retention Requirements: Previous experience in Customer Support in iGaming (mandatory) Upper-intermediate English or higher Experience with Intercom (preferable), LiveChat, Freshdesk,ZenDesk or similar platforms Strong communication and interpersonal skills Ability to multitask and manage multiple conversations simultaneously Problem-solving mindset and attention to detail Comfortable working in a fast-paced environment Basic understanding of online casino products and player journeys Nice to Have: Previous experience supporting TIER1 markets Experience handling payment-related inquiries Experience working in shift-based environments Personal Qualities: Customer-oriented mindset Empathy and patience Strong communication skills Attention to detail Reliability and responsibility Ability to remain professional under pressure Positive attitude and willingness to help others Team player mentality