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Customer Support Representative

To 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.

 

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
  • Fraud and AML
  • Tech Support

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