iGaming Support Specialist

About the Role We are looking for a customer-focused and detail-oriented Customer Support Specialist to join our growing iGaming Guardian team. In this role, you will provide professional support to English-speaking players through live chat and email, ensuring a seamless and positive gaming experience. The ideal candidate has excellent communication skills, strong problem-solving abilities, and the ability to work efficiently in a fast-paced online gaming environment. You will play a key role in maintaining customer satisfaction, supporting responsible gaming practices, and ensuring compliance with company policies and industry standards. Key Responsibilities - Provide timely and professional support to customers via live chat and email - Assist players with account-related concerns including: account verification (KYC), login and password issues, deposits and withdrawals, bonus and promotion inquiries, general gameplay and technical concerns - Investigate and resolve customer issues while maintaining a high level of customer satisfaction - Accurately document customer interactions and account updates in internal systems - Monitor customer accounts and identify suspicious or unusual activity when necessary - Follow company procedures related to player protection, responsible gaming, AML compliance, and data privacy - Work closely with internal teams to ensure fast and effective issue resolution - Meet performance metrics and KPIs including response time, customer satisfaction, and quality standards - Maintain professionalism and empathy when handling challenging customer situations Requirements - Strong written and verbal English communication skills (C1/C2 level preferred) - Previous experience in customer service, online support, or chat/email support - Experience in the iGaming, online casino, sportsbook, or gaming industry is an advantage - Strong multitasking and time management skills in a fast-paced environment - Excellent problem-solving and conflict-resolution abilities - Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) - Ability to handle sensitive customer information with confidentiality and professionalism - Understanding of responsible gaming practices is a plus - Additional language skills are an advantage - Willingness to work onsite at our office in Oakridge Business Park - Amenable to shifting schedules, including night shifts, weekends, and holidays if required What We Offer - Competitive compensation package - Supportive and multicultural work environment - Career growth opportunities within the iGaming industry - Ongoing training and skill development - Collaborative team culture focused on excellence and customer satisfaction