Offer summary

Qualifications:

Fluency in English and Spanish, both written and verbal., Prior experience in a customer service role, either face-to-face, online, or phone-based., Ability to work on a 24/7 rotating roster in a fast-paced environment., Strong problem-solving skills and a customer-focused attitude..

Key responsibilities:

Respond to customer inquiries and requests via chat and email in a timely manner.

Resolve customer issues and complaints, ensuring satisfaction through follow-up.

Maintain up-to-date knowledge of product information and company policies to assist customers accurately.

Collaborate with internal teams to improve customer experience and provide feedback for process enhancements.

Job description

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!

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