Customer Support Agent - iGaming

About Us

We are an innovative iGaming company offering a comprehensive suite of crypto-focused products, including sportsbook and casino experiences. By combining cutting-edge technology with a deep understanding of the crypto space, we aim to revolutionise the betting and gaming experience for a global audience.

Our mission is to create the most effortless and accessible betting and gaming entertainment experience, delivering innovation and personalisation at every touchpoint.

Our vision is to become a leading player in the betting industry by combining seamless user experiences with groundbreaking personalisation and community-driven engagement.

Whether it’s through competitive sportsbook offerings or immersive casino gameplay, we are dedicated to creating a unique and engaging platform. Join us in shaping the future of crypto iGaming.

Purpose of the Role

We are seeking a proactive and customer-focused Customer Service Agent to join our Customer Support team. Reporting directly to the CS Team Leader, you will be the first point of contact for our customers, delivering exceptional service via live chat. You will play a key role in building trust, resolving queries efficiently, and ensuring customers have an exceptional experience on our platform.

The ideal candidate will have excellent communication skills, a customer-first mindset, and the ability to thrive in a fast-paced remote environment. Previous experience in iGaming or live chat customer support is highly desirable.

As this is a fully remote role, the successful candidate must also demonstrate strong self-motivation, excellent time management skills, and the ability to collaborate effectively in a distributed team.

Role and Responsibilities

Customer Support Excellence:

• Provide exceptional customer service via live chat, addressing customer inquiries and resolving issues promptly.

• Handle customer complaints with professionalism, empathy, and efficiency.

• Ensure timely and accurate responses, maintaining high service standards.

• Assist customers with account management, payment issues, technical troubleshooting and any other product related issues

Customer Engagement:

• Build positive relationships with customers, ensuring a welcoming and supportive experience.

• Identify opportunities to enhance customer satisfaction and loyalty.

• Proactively offer solutions and guidance tailored to customer needs.

Problem Solving and Resolution:

• Investigate and resolve customer issues, escalating complex cases to the appropriate teams when necessary.

• Document and track customer interactions and resolutions accurately in the CRM system.

• Follow up on unresolved issues to ensure complete customer satisfaction.

Collaboration with Internal Teams:

• Work closely with other departments, including Payments, Risk, and VIP teams, to resolve customer concerns.

• Provide feedback to improve products, promotions, and customer processes.

• Support team initiatives aimed at improving overall customer experience.

Operational Efficiency:

• Adhere to established workflows, service level agreements (SLAs), and quality standards.

• Continuously update product knowledge, including promotions, bonuses, and system changes.

• Contribute to team meetings, training sessions, and performance reviews.

Work Experience and Skills

Essential Experience:

• Previous experience in a customer service role, ideally in live chat support.

• Strong written and verbal communication skills.

• Proficiency in using customer service tools and CRM platforms.

• Experience in handling customer inquiries in a fast-paced environment.

Essential Skills:

•  Excellent problem-solving and critical-thinking abilities.

• Ability to handle difficult situations with professionalism and empathy.

• Strong time management and multitasking skills.

• Proficient in virtual collaboration tools (e.g., Slack, Zoom, Microsoft Teams).

• Ability to work independently in a remote environment, demonstrating strong self-motivation and accountability.

Desirable Experience/Skills:

• Previous experience in iGaming or online betting platforms.

• Knowledge of account verification processes and fraud detection.

• Familiarity with cryptocurrencies and blockchain technology.

Personal Qualities and Behavioral Traits

Essential Qualities or Behaviours:

• Customer-focused mindset with a passion for delivering exceptional service.

• Professional, empathetic, and patient approach.

• Strong attention to detail and accuracy.

• Adaptable and resilient in a dynamic, fast-paced environment.

• Self-motivated with a proactive approach to problem-solving.

• Ability to stay focused and productive while working remotely.

Desirable Qualities or Behaviours:

• Enthusiasm for the iGaming industry and a genuine interest in sportsbook or casino gaming.

• Passion for cryptocurrency and blockchain technologies.

• Collaborative team player with a positive attitude.

Relationships

Key Internal Relationships:

• CS Team Leader

• Payments and Risk Teams

• VIP and CRM Teams

Superduper is a leading web3 entertainment company that develops rich IP, as well as games and other media around for each IP. Superduper also develops a web3 publishing and rewards platform called Portal.

Portal's proprietary technology facilitates interoperability of onchain virtual goods and economies, unifying the web3 gaming ecosystem that has been fragmenting through the expanding range of blockchains, wallets, marketplaces, and other parts of the web3 stack.