Customer Support Agent (iGaming)

TL;DR

Customer Support Agent (iGaming): Managing customer inquiries and resolving complex issues across multiple channels with an accent on problem resolution and escalation handling. Focus on improving customer satisfaction, analyzing feedback for product insights, and maintaining high-performance KPIs in a remote environment.

Location: Must be based in Argentina, Brazil, or Uruguay

Company

hirify.global is a rapidly growing company headquartered in Gibraltar, focused on delivering life-changing moments of joy to its customers globally.

What you will do

• Deliver professional service across email, chat, and phone channels.
• Investigate root causes of customer complaints and implement effective solutions.
• Manage high-priority escalations and mentor junior support agents.
• Analyze customer feedback and usage trends to recommend product improvements.
• Maintain accurate interaction logs and consistently meet team KPIs and SLAs.
• Collaborate with the team to share best practices and enhance support operations.

Requirements

• Minimum 2+ years of experience in the iGaming or social casino industry.
• Proven experience in handling escalations and mentoring junior staff.
• Proficiency in Zendesk and general IT systems.
• Strong written and spoken English communication skills.
• Bachelor's degree preferred, or at least 2 years of college education.
• Must be based in Argentina, Brazil, or Uruguay.

Culture & Benefits

• Competitive salary.
• Flexible and fully remote work environment.
• Opportunities for professional training and career development.
• Potential for growth within a global and rapidly expanding company.

Technical Requirements

• PC: Intel i5 4th Gen or higher, Windows 10 or newer, 8 GB RAM, 1 GB HDD space.
• Internet: Reliable Ethernet connection (10 Mbps upload/download) with a backup connection.
• Equipment: USB noise-canceling headset and webcam.