Customer Support Agent (Crypto Casino)

Overview : We are seeking an experienced support professional for a high-capacity engagement.

B2B Agreement : Initial 1-year engagement; renewable annually for a long-term partnership.

🚀 The Role

We are seeking a dedicated and professional Customer Support Representative to be the first point of contact for our valued users. In this role, you will be a critical part of our team, responsible for delivering outstanding service, resolving inquiries, and ensuring a seamless and positive customer experience. The ideal candidate is a proactive problem-solver with a passion for helping others and a keen eye for detail.

Core Responsibilities

1. Customer Inquiry Handling

Respond to customer questions, concerns, and requests via chat, email, and tickets in a timely, courteous manner.

Guide customers through processes, including account management, gameplay, deposits, withdrawals, and bonus inquiries, ensuring clarity and satisfaction.

Utilize support tools and knowledge bases to quickly resolve issues or provide clear, helpful information.

2. Issue Resolution and Escalation

Resolve customer issues effectively on the first interaction (FTR) whenever possible to enhance the customer experience.

Escalate complex or sensitive issues to the Shift Leader or relevant department, following defined procedures to ensure quick resolutions.

Record and escalate player feedback on products, services, or improvements to contribute to overall product enhancement.

3. Adherence to Conduct and Quality Standards

Adhere strictly to the company’s Code of Conduct, maintaining professionalism, confidentiality, and integrity at all times.

Follow company quality standards, service protocols, and regulatory requirements to ensure a consistent and secure customer experience.

Safeguard customer privacy and follow security protocols to protect sensitive information.

4. Continuous Learning and Development

Stay updated on all product changes, service updates, and procedural improvements to ensure accurate and current information is provided to customers.

Attend all required training or refresher sessions provided by the company to continuously enhance knowledge and service skills.

Accept feedback from quality evaluations, coaching, and training sessions to continually improve service delivery.

5. Performance and Accountability

Meet and exceed performance metrics, including response time, handling time, CSAT (Customer Satisfaction), and FTR (First-Time Resolution).

Document each interaction thoroughly and accurately in the ticketing or CRM system, ensuring clear records of customer requests and resolutions.

Report any system issues or recurring problems to the Shift Leader, supporting continuous service improvements.

🌟 What We're Looking For

Proven experience in a customer-facing role (e.g., customer support, technical support).

Excellent written and verbal communication skills with a professional and empathetic tone.

Strong problem-solving abilities and a commitment to a "first-time resolution" mindset.

High attention to detail and accuracy, especially in documenting interactions.

A firm commitment to continuous learning and adherence to all quality and security standards.

The ability to handle sensitive information with complete confidentiality and integrity.

Comfortable working in a performance-driven environment, using workforce analytics software (e.g., Hubstaff) to track productivity and metrics.

✨ Why Join Us?

Make a Real Impact : Thrive in a fast-paced, dynamic work environment where your contributions directly influence the customer experience and product success.

No More Commute : This is a fully remote position, allowing you to work from the comfort of your own home using your device.

Independent Contractor Role : This is a full-time independent contractor opportunity, ideal for a self-motivated professional comfortable working within a structured, performance-driven framework.