Customer Support Specialist

CUSTOMER SUPPORT SPECIALIST iGaming | Online Casino & Sportsbook About the Role Are you an experienced Customer Support Specialist in the iGaming industry looking for your next career opportunity? We are looking for a skilled and customer-focused Customer Support Specialist with previous hands-on experience in online casino, sportsbook, or iGaming customer support to join our team. In this role, you will assist English-speaking players through live chat and email, handling account concerns, transactions, bonuses, gameplay inquiries, and other player-related issues. We are looking for someone who already understands the iGaming environment, knows how to handle different player concerns, and can provide efficient, professional, and reliable support. If you have experience supporting online casino or sportsbook players and enjoy working in a fast-paced, multicultural environment, we'd like to hear from you! Key Responsibilities - Provide timely, professional, and friendly customer support through live chat and email. - Handle player inquiries involving: * Account registration, verification (KYC), and login concerns * Deposits, withdrawals, and payment transactions * Bonuses, promotions, and wagering requirements * Gameplay issues and technical concerns * Account restrictions and other player-related requests - Investigate concerns, identify appropriate solutions, and ensure timely resolution. - Maintain accurate records of player interactions and account updates. - Recognize unusual account activity and escalate suspicious transactions when necessary. - Follow established procedures for responsible gaming, player protection, AML compliance, and data privacy. - Coordinate with relevant internal teams to resolve complex player concerns. - Meet established KPIs for response time, customer satisfaction, productivity, and service quality. - Handle sensitive and challenging player situations with professionalism, patience, and empathy. Requirements & Qualifications Must-Have Qualifications: - Previous work experience as a Customer Support Specialist, Customer Service Representative, or equivalent role within the iGaming industry (online casino or sportsbook) is REQUIRED. - Hands-on experience handling player inquiries through live chat and email support. - Good understanding of online casino or sportsbook operations, including player accounts, KYC verification, deposits, withdrawals, bonuses, and promotions. - Strong written and verbal English communication skills (C1/C2 level preferred). - Ability to manage multiple conversations while maintaining accuracy and service quality. - Strong problem-solving skills and the ability to handle difficult customer situations. - Willingness to work onsite at our office in Oakridge Business Park, Mandaue City. - Amenable to shifting schedules, including night shifts, weekends, and holidays. Additional Qualifications: - Familiarity with responsible gaming, AML procedures, and player protection practices. - Experience using CRM platforms, ticketing systems, and customer support tools. - Proficiency in Microsoft Office applications (Word, Excel, and PowerPoint). - Additional language skills are an advantage. What We Offer - Competitive compensation package based on experience and qualifications. - A supportive and multicultural working environment. - Opportunities to develop your career in the iGaming industry. - Ongoing training and professional development. - A collaborative team where your industry experience and contributions are valued.