Customer Support

• Oversee real-time queue management, monitoring service levels (SLA), customer satisfaction (CSAT), and response times during evening hours.
• Manage the transition from the daytime team, ensuring customer experience channels continue uninterrupted, and prepare shift reports for the morning management team.
• Dynamically adjust agent positioning across live chat, email, and phone channels based on real-time spikes in volume.
• Hire staff with the aim of establishing a proactive team functioning with high standards
• Build & Inspire High-Performing Teams; Hire, coach, and empower staff to deliver exceptional customer experiences.
• Drive Performance & Growth; Set clear goals, monitor KPIs, and implement development plans for continuous improvement.
• Optimize CX Operations; Collaborate across teams to ensure seamless coverage and efficient workflows.
• Champion Compliance & Best Practices; Ensure AML, Fraud, Responsible Gaming, and company standards are always met.
• Create an Engaging Team Culture; Organize motivational initiatives, team events, and foster a proactive, on-brand work environment.
• Independently handle system outages or critical emergencies using established protocols, coordinating with on-call engineering teams if necessary.

Customer Experience Team Leader

• Customer Care Associates are responsible for providing support and assistance to customers in a dynamic team environment.
• Focus on fostering good relationships with clients and ensuring a positive customer experience.
• Work towards obtaining relevant certifications through training sponsorships provided by the company.

Customer Care Associate

• Handle enhanced responsibilities in customer contact, especially with VIP, Responsible Gambling, KYC, and Escalation tasks
• Provide exceptional service to VIP customers, analyzing and meeting their needs during core operational hours
• Address responsible gambling concerns in line with MGA requirements, ensuring proper documentation and escalation
• Verify all received documentation per MGA standards and report suspicious activity to relevant teams
• Collaborate with all departments on compliance and complaint-related matters
• Take ownership as a key contact for the Customer Service department during shifts, especially in the absence of management
• Achieve key performance metrics set by management each month

Customer Support Specialist – Finnish Speaking

• Provide professional, empathetic, and efficient solutions to players via live chat, email, and outbound/inbound calls
• Review and process player withdrawal requests, ensuring accuracy and adherence to established processing timelines
• Meticulously review player identification documents to verify accounts, detect potential fraud, and ensure compliance with regulatory standards
• Act as the first point for escalated queries that go beyond standard procedure, ensuring first-time resolution
• Supporting newer agents with tricky questions and providing guidance
• Become the point of contact for specific brand features or localized market requirements
• Identify recurring player pain points and suggest updates to our internal Knowledge Base or AI tools
• Willingness to take on relevant ad hoc tasks as needed

Customer Experience Specialist

• Act as the main point of contact for reporting incidents and provide essential support for product-related issues.
• Replicate reported issues before escalating, ensuring the Product team receives documented bugs rather than unverified queries.
• Work alongside the supplier's 24/7 support team to ensure incidents are addressed promptly.
• Bridge the gap between Customer Support and the Product team to clarify technical questions.

Product Support Specialist

• Support customers via calls, live chat, and email
• Handle more complex issues from start to resolution
• Approve withdrawals and process KYC documentation
• Carry out security checks to keep our players and business safe
• Willingness to take on relevant ad hoc tasks as needed

Customer Experience Agent, Scandinavian Speaking

• Respond promptly and professionally to customer inquiries via live chat and email.
• Provide accurate information and support to players regarding games, promotions, accounts, and technical issues.
• Resolve customer complaints and issues efficiently, ensuring a high level of customer satisfaction with first contact resolution in mind.
• Assist with account verification processes, including KYC (Know Your Customer).
• Monitor and report on player feedback, suggesting improvements to enhance the player experience.
• Participate in training sessions and team meetings to continuously improve service skills and product knowledge.

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