Customer Support Agent (iGaming)

Location: Hybrid role based in Bitola, North Macedonia

Company

hirify.global Group is a fast-growing online gaming operator founded in 2020, using a multi-brand strategy and a technology platform to deliver regulated online entertainment across multiple markets.

What you will do

• Support English-speaking customers through email and live chat.
• Resolve customer issues by coordinating with internal teams and external providers.
• Process withdrawals, KYC documentation, and enhanced due diligence checks.
• Own escalated customer cases through to full resolution while meeting personal KPIs and departmental service levels.
• Analyze customer feedback, contact trends, and patterns to improve systems, FAQs, and the Operations knowledge base.
• Maintain knowledge of products, services, and systems and comply with company policies, regulatory requirements, and mandatory training.

Requirements

• Fluent written and spoken English required.
• Experience in a customer-facing or similar role; iGaming experience is an asset.
• Strong analytical, problem-solving, organizational, and time-management skills.
• Ability to adapt, multitask, and work effectively under pressure.
• Collaborative approach and commitment to delivering an outstanding customer experience.
• Willingness to work shifts.

Culture & Benefits

• Hybrid working that combines office time with remote-work technology.
• Health benefits, health insurance, and a health allowance.
• Competitive salary and attractive bonus packages.
• Continuous training, career development, and growth opportunities.
• International, diverse, collaborative, and team-oriented work environment.
• Social events and exposure to varied roles, projects, and challenges.