Customer Support Agent

📋 Description

• Handle customer enquiries and complaints across email, live chat, and social media
• Resolve escalated and complex cases promptly, collaborating cross-functionally
• Monitor ticket queues, identify SLA risks, and support team workload prioritisation
• Complete key operational tasks including Big Winners, Play Safety, Legal View, End of Shift
• Proactively engage high-value players to build loyalty and identify upsell/cross-sell opportunities
• Contribute to team knowledge by mentoring onboarding agents and feeding customer trends back to CS

🎯 Requirements

• Proven experience in a customer support role handling high volumes across email, live chat, and
• Track record of resolving complex or escalated customer issues with calm ownership
• Hands-on experience with support tooling such as Zendesk and structured SLA/KPI frameworks
• Sharp attention to detail and organised approach to operational tasks
• Direct, transparent communicator who thrives in a fast-paced, collaborative environment
• Experience in social gaming, iGaming, or regulated player-focused environment is a strong advantage

🎁 Benefits

• Clear progression path with structured onboarding and measurable milestones
• Opportunity to grow into broader operational and team leadership responsibilities
• Investment in development
• Small, high-performing team environment
• No bureaucracy, no politics, no egos
• Meaningful work in a fast-scaling product development company