Customer Support Agent (iGaming)

TL;DR

Customer Support Agent (iGaming): Provide exceptional customer support via email and live chat, process withdrawals and KYC documentation, resolve customer issues efficiently with an accent on achieving KPIs and delivering outstanding service. Focus on handling complex cases, escalating matters, contributing to process improvements, and maintaining a customer-centric approach.

Hybrid in Bitola, North Macedonia. The role is based in Bitola, North Macedonia. Willingness to work shifts.

Company

Fast-growing online gaming operator founded in 2020, winner of EGR Rising Operator of the Year and iGaming Idol Employer of the Year awards, delivering exceptional gaming experiences through a cutting-edge multi-brand platform.

What you will do

• Provide customer support in English via email and live chat.
• Process withdrawals and KYC documentation swiftly and securely.
• Resolve customer problems by collaborating with teams and providers.
• Achieve personal KPIs to meet departmental SLAs and escalate issues as needed.
• Take ownership of complex cases through to full resolution.
• Analyze customer feedback to improve systems, processes, FAQs, and knowledgebase.

Requirements

• Fluent in written and spoken English
• Prior experience in customer-facing or iGaming roles
• Analytical and problem-solving skills
• Ability to work under pressure, multitask, and manage time effectively
• Willingness to work shifts
• Collaborative mindset and passion for customer experience

Culture & Benefits

• Competitive salary, health benefits, insurance, and attractive bonuses
• Continuous training, career development, and flexible work
• Social events, health allowance, and diverse roles/projects
• Team-oriented, fun international environment with hybrid arrangements
• Strong focus on DEIB, community, curiosity, and player-first culture