Customer Support Representative

We are looking for a Support Specialist to join our growing international customer support team.

You’ll be the first point of contact for players, providing fast, accurate, and friendly assistance in real time.

Role Purpose

Deliver high-quality real-time customer support through live chat, ensuring quick responses, accurate solutions, and an excellent overall customer experience.

Trial Period Goals (First 3 Months)

During the onboarding period, you will:

- Learn the chat platform, CRM systems, and internal knowledge base.
- Demonstrate reliability, punctuality, and shift discipline.
- Meet key SLA targets:
- First response time: ≤ 30 seconds
- Customer satisfaction (CSAT): ≥ 70%
- Average response time: ≤ 60 seconds

Key Responsibilities

- Communicate with customers via live chat in Spanish.
- Resolve simple and standard inquiries independently.
- Escalate complex or technical cases to relevant departments or shift supervisors.
- Use the internal knowledge base to provide accurate answers.
- Maintain a friendly, professional, and consistent tone of voice.
- Continuously improve key support metrics — response speed, quality of communication, and chat handling volume.

Requirements

Must-Have:

- Minimum 1 year of experience in a live chat support role (experience in iGaming is a plus).
- Native-level Spanish and strong English skills (for internal communication).
- Fast and accurate typing skills.
- Solid computer literacy and ability to learn new systems quickly.
- Strong multitasking, problem-solving, and stress management abilities.
- Flexibility to work night shifts within a 24/7 rotation schedule.

Nice to Have:

- Experience with chat tools such as Zendesk, Intercom, or Freshdesk.
- Familiarity with CRM systems and customer experience metrics.

Why Join Us

- Be part of a fast-growing global platform.
- Work with a friendly, international team.
- Opportunities for growth into Senior Support or Quality roles.
- Stable schedule and structured onboarding with a dedicated mentor.