Customer Support Representative (igaming)

TL;DR

Customer Support Representative (igaming): Delivering professional support to English-speaking users while resolving technical and account-related issues with an accent on providing empathetic assistance and ensuring compliance in regulated markets. Focus on troubleshooting complex player scenarios and collaborating with internal teams to maintain high standards of service.

Location: Must be based in Bucharest, Romania (Hybrid work schedule available after 3 months).

Company

hirify.global is a leading B2B SaaS provider delivering iGaming software, content, and services to 300 customers worldwide with a global team of over 1400 professionals.

What you will do

• Provide professional and empathetic support to English-speaking users across multiple channels.
• Resolve player issues regarding accounts, payments, bonuses, games, and responsible gambling.
• Handle escalated cases effectively and within defined SLAs.
• Collaborate with internal departments including Payments, Risk, Fraud, and Casino.
• Track and report bugs, service outages, and recurring complaints.
• Maintain current knowledge of company products, promotions, and regulatory compliance.

Requirements

• Fluency in English (native or near-native) is required.
• Previous experience in customer support within the iGaming industry or a fast-paced digital environment.
• Ability to work in a shift-based environment, including evenings, weekends, and holidays.
• Strong problem-solving and communication skills with a customer-first attitude.
• Ability to multitask and adapt to high-pressure situations.

Nice to have

• Knowledge of responsible gaming practices and regulatory environments.
• Experience working with B2C brands in online gaming, betting, or fintech.

Culture & Benefits

• Comprehensive annual leave starting at 22 days, increasing to 32 days after five years.
• Hybrid work policy available after the first three months.
• Private Medical Subscription and Employee Assistance Program through TELUS Health.
• Daily catered lunch or monthly allowance.
• Access to Udemy for Business, LinkedIn Learning, and external training budget.
• On-site gym, swimming pool, and massage services.