Customer Service Agent (iGaming)

Location: Bucharest, Romania; hybrid working model with remote work possible for up to 50% of working time.

Company

hirify.global operates land-based and online games of chance, including casino games, sports betting, and poker.

What you will do

• Respond to customer enquiries through phone, email, and live chat.
• Resolve complaints and troubleshoot issues involving accounts, deposits, withdrawals, bonuses, and gameplay.
• Guide players through registration, KYC verification, and responsible gaming procedures.
• Maintain accurate CRM records and meet SLA and KPI targets, including response time, resolution time, ticket quality, CSAT, and productivity.
• Identify and escalate potential fraud, underage gambling, and responsible gaming concerns.
• Collaborate with Payments, VIP, and Compliance teams to resolve complex player issues and follow relevant licensing requirements.

Requirements

• Experience in customer service or another customer-facing role; iGaming, betting, or online entertainment experience is preferred.
• Spanish at native or C1/C2 level required.
• English required for customer support communication.
• Strong customer orientation, communication, problem-solving, multitasking, and attention-to-detail skills.
• Comfort working with CRM tools, ticketing systems, and basic troubleshooting.
• Flexibility to work evening or weekend shifts when required.

Nice to have

• Familiarity with gaming regulations, responsible gambling practices, and KYC/AML basics.

Culture & Benefits

• Work on international projects within a growing gaming group.
• Collaborative, high-performing environment based on trust, autonomy, and shared values.
• Continuous learning, training, and internal career development opportunities.
• Competitive salary and benefits package aligned with the local market.
• International environment focused on collaboration and employee development.