Customer Support Agent

Next Lotto

Customer Support Agent responsible for resolving customer inquiries while influencing product development through structured insights. Role involves data-driven improvements and efficient support processes.

Posted 5/23/2026full-timeRemote • 🇮🇪 IrelandMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Handle customer inquiries via email and community channels efficiently and in a structured manner
Draft clear, concise, and consistent responses with a focus on clarity and quality
Maintain oversight and work in a structured way during peak periods (e.g., high jackpots causing significantly increased ticket volumes)
Systematically collect, cluster, and document customer feedback so it can be used by product and development teams
Identify recurring topics and patterns and proactively surface them
Continuously improve existing content, responses, and knowledge structures
Use AI-assisted tools in daily support operations and help further optimize them
Contribute within the team to improve support processes using data and increase efficiency

Requirements

What you’ll need

Minimum 3 years of experience in customer support, preferably in a digital, product- or tech-oriented environment
Excellent written communication skills in German and good English
Ability to explain complex technical or product-related topics in a clear, understandable way
Experience working with data in a structured way (e.g., ticket analysis, pattern recognition)
Confident use of digital tools and systems (e.g., helpdesk software, Notion, Slack)
Ability to stay structured and focused even under high inquiry volume
Interest in data-driven work and continuous optimization
Openness to AI tools and automation in support

Benefits

Comp & perks

Competitive salary and flexible, trust-based working hours
30 days of vacation per year
2 additional company holidays (Dec 24 and Dec 31)
Generous learning and development budget
Exciting and unusual team events
Individual learning: one training day per month and a generous learning budget for your personal development
Buddy program: an experienced team member supports you from day one to help you onboard

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer supportticket analysispattern recognitiondata-driven workcontent improvementknowledge management

Soft Skills

written communicationclaritystructured thinkingfocus under pressureproactive problem solving