EveryMatrix

Customer Support Representative, English Speaker

EveryMatrix

full-time

Posted on:

Location Type: Hybrid

Location: Bucharest • Romania

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About the role

  • Deliver professional, friendly, and efficient customer support to English-speaking users across various channels.
  • Resolve escalated player issues effectively and within SLA.
  • Troubleshoot and resolve players issues related to accounts, payments, bonuses, games, and responsible gambling.
  • Follow internal procedures and compliance requirements, especially in regulated markets.
  • Collaborate with internal teams (Payments, Risk, Fraud, Casino, Sportsbook) to resolve more complex cases.
  • Escalate and track bugs, outages, or player complaints using internal tools.
  • Maintain up-to-date knowledge of products, promotions, and compliance requirements.
  • Support retention and customer satisfaction goals by ensuring every interaction adds value to the player experience.
  • Contribute to our knowledge base by suggesting improvements based on recurring customer issues.

Requirements

  • Fluency in English (native or near-native).
  • Previous experience in customer support, preferably in the iGaming industry or a fast-paced digital environment.
  • Strong problem-solving and communication skills.
  • A customer-first attitude with a proactive and empathetic approach.
  • Ability to multitask and work in a shift-based environment, including evenings, weekends, and holidays.
  • Basic understanding of iGaming products (casino, sportsbook, payments, bonuses) is a strong plus.
  • Knowledge of responsible gaming practices and regulatory environments is nice to have.
  • Experience working with B2C brands in online gaming, betting, or fintech is also nice to have.
Benefits
  • Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
  • Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
  • Benefit from two Free Fridays each year, limited to one per quarter.
  • 3 sick leave days per year, no doctor's note required.
  • Daily catered lunch or monthly lunch allowance.
  • Private Medical Subscription.
  • Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
  • Access to an Employee Assistance Program through TELUS Health.
  • Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
  • Amazing office space complete with its own pool and gym.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttroubleshootingproblem-solvingmultitaskingiGaming productspaymentsbonusesresponsible gaming practicesregulatory environments
Soft Skills
communication skillscustomer-first attitudeproactive approachempathetic approach