Junior Customer Support Specialist (iGaming)

TL;DR

Junior Customer Support Specialist (iGaming Payments): Assist clients with payment processing queries, monitor transactions, and handle platform incidents with an accent on resolving disruptions and configuring payment methods. Focus on ensuring smooth transaction processing, user interface tailoring, and proactive client communication in a high-volume iGaming platform.

Location: Bucharest, Romania. Fully onsite for first 3 months (morning/afternoon shifts for training). After 3 months: hybrid with 50% night shifts (WFH allowed) and morning/afternoon shifts (max 60 WFH days/year, reducing to 10 days/year from 2027)

Salary: 750 EUR net/month + food allowance.

Company

Leading B2B SaaS provider of iGaming software, content, services including casino, sports betting, platform, payments, and affiliate management to 300 customers worldwide, with 1400+ team across 12 countries in Europe and Asia.

What you will do

• Monitor payments platform and report transaction issues.
• Assist clients via email or chat with payment platform queries.
• Create and follow up on priority 3-4 incident tasks to resolve technical issues.
• Escalate priority 1-2 incidents to technical department.
• Open configuration tasks for payment methods and UI per client needs.
• Manually sync or adjust transaction statuses to fix processing issues.
• Handle alerts on disruptions in transactions, registration, login, or responsible gambling limits.
• Send notifications to clients on processing changes or maintenance.
• Collaborate with departments as first client contact for processing needs.

Requirements

• Excellent English skills (B2 or higher)
• Computer savvy with logical approach, attention to detail, multitasking.
• Excellent written/verbal communication, active listening, proactive ethic.
• Follow procedures, apply logical thinking for solutions.
• Highly organized, client-focused, independent and team player.
• Time management, ability to communicate technical issues professionally.

Nice to have

• Experience with online payment processing or chat/email support.

Culture & Benefits

• 22 days annual leave, increasing to 32 by year 5; 2 Free Fridays/year.
• Hybrid after 3 months (up to 50 WFH days/year initially).
• Daily catered lunch or allowance; private medical subscription.
• Udemy/LinkedIn Learning access, external training budget.
• Employee Assistance Program; office perks like parking, massages, gym, pool, team-building.