Customer Support Agent (iGaming)

TL;DR

Customer Support Agent (iGaming): Providing high-level service and support to players via live chat and email with an accent on first contact resolution and player satisfaction. Focus on resolving technical issues, managing account verification (KYC), and collaborating with fraud and AML teams to ensure a safe gaming environment.

Location: Based in Melilla, Spain. Must be Melilla based or prepared to relocate.

Company

hirify.global manages a portfolio of leading online casino brands and an in-house game studio, Swintt.

What you will do

• Respond promptly and professionally to customer inquiries via live chat and email.
• Provide support regarding games, promotions, accounts, and technical issues.
• Resolve customer complaints efficiently with a focus on first contact resolution.
• Execute account verification processes, including KYC.
• Monitor player feedback and suggest improvements to the player experience.
• Collaborate with Responsible Gambling, Fraud, Payments, and AML departments to resolve complex issues.

Requirements

• Proven background in a customer support role, ideally within the iGaming environment.
• Native level of Spanish.
• Good level of English.
• Exceptional written and verbal communication skills.
• High level of attention to detail and problem-solving skills.
• Must be based in Melilla or prepared to relocate.

Culture & Benefits

• Competitive and attractive salary.
• Private health insurance.
• Annual wellbeing benefit allowance.
• Relocation package.
• Weekly breakfast and social events for team building.