Customer Support Agent (iGaming)

Location: Remote from Bulgaria, Georgia, Poland, or Romania

Company

hirify.global develops free-to-play social casino and gaming products designed to deliver engaging experiences to players worldwide.

What you will do

• Manage customer interactions end-to-end across email, chat, and phone.
• Investigate complaints, identify root causes, and implement lasting solutions.
• Handle complex and escalated cases while supporting junior agents.
• Turn customer feedback and usage trends into actionable product insights.
• Maintain accurate interaction records and consistently meet or exceed team KPIs and SLAs.
• Share ideas and best practices to improve the support operation.

Requirements

• Experience in customer support or customer service, preferably in digital, gaming, or online entertainment environments.
• Strong written and verbal communication skills, with professionalism and empathy in sensitive situations.
• Experience working to targets in a metrics-driven remote team.
• Experience managing escalations or mentoring peers through complex customer issues.
• Confidence using CRM or ticketing platforms and maintaining accurate records.
• Curiosity about product improvement and the ability to identify recurring customer issues.

Nice to have

• Experience in social casino, iGaming, or regulated consumer products.

Culture & Benefits

• Remote work within the specified countries.
• A fast-moving, metrics-driven environment focused on accountability and ownership.
• Emphasis on transparency, continuous improvement, and practical impact.
• Opportunity to contribute to the development of social casino products and support standards.