Customer Support Agent

📋 Description

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

🎯 Requirements

• Proven experience in a customer support role, handling high volumes across multiple channels
• Track record of resolving complex or escalated customer issues, staying calm, taking ownership, and
• Hands-on experience with support tooling such as Zendesk, and comfort within structured SLA and KPI
• Sharp attention to detail and an organised approach to operational tasks.
• Direct, transparent communicator who works well in a fast-paced, collaborative team environment.
• Experience in social gaming, iGaming, or a similarly regulated, player-focused environment is a

🎁 Benefits

• Clear progression path with structured onboarding and measurable milestones.
• Opportunity to grow into broader operational and team leadership responsibilities.
• Small, high-performing team where work genuinely matters.
• No bureaucracy, no politics, no egos.
• Investment in development.
• Inclusive hiring: no barriers based on background, gender, age, race, ethnicity, disability, sexual