Location: Fully Remote Philippines - Shifting Schedule

Are you a seasoned support professional who excels in remote environments? Do you bring a professional-grade home office setup and the self-discipline required to thrive in an independent contractor, off-site role?

We are looking for a Customer Support Agent to be the face of our brand, solving complex user challenges and ensuring every interaction is a win. In this role, you won’t just answer tickets; you will be a customer advocate, an expert problem-solver, and a key contributor to our users’ success

Key Focus Areas:

Service & Communication
▫️ Resolve inquiries via chat, email, and tickets with speed and professional empathy.
▫️ Guide users through account management, gameplay, and financial transactions.
▫️ Utilize internal knowledge bases to provide accurate, real-time information.

Resolution & Feedback
▫️ Prioritize First-Time Resolution (FTR) to maximize customer satisfaction.
▫️ Escalate complex cases to Shift Leads and report player feedback for product improvements.
▫️ Identify and document recurring system issues or technical bugs.

Compliance & Security
▫️ Adhere to strict security protocols and the Code of Conduct to protect sensitive data.
▫️ Follow regulatory requirements and service standards to ensure a secure environment.
▫️ Maintain total confidentiality and professional integrity in every interaction.

Performance & Growth
▫️ Exceed performance targets for CSAT, response times, and resolution accuracy.
▫️ Maintain precise CRM documentation for all customer interactions.
▫️ Stay updated on product changes and apply coaching feedback to refine service skills.

Requirements:

• 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 analytical abilities and a commitment to a "first-time resolution" mindset.

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

• The ability to handle sensitive information with complete confidentiality.

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

• Highly Preferred: Knowledge of or experience with online casino/gaming platforms. Independent contractor experience with remote work experience and work setup.

🤝Why Join Us?

• You’ll make a real impact here, working in a fast-paced environment where your daily contributions directly shape the customer experience and the success of our product.

• Forget the commute for good. This is a fully remote position that allows you to work from the comfort of your own home using your own device.

• We believe in objective growth. You’ll work within a structured, performance-led framework where your hard work is recognized through clear, measurable metrics.