Customer Support Agent (iGaming)

TL;DR

Customer Support Agent (iGaming): Delivering high-level service and ensuring player satisfaction for a portfolio of online casino brands with an accent on first-contact resolution and account security. Focus on resolving player inquiries via live chat and email, managing KYC processes, and collaborating with fraud and AML teams.

Location: Must be based in or be able to relocate to Melilla, Spain

Company

LCKY Group operates a portfolio of leading online casino brands and an in-house game studio, Swintt, focusing on regulated international markets.

What you will do

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

Requirements

• Proven background in customer support, ideally within the iGaming environment.
• Native level of Spanish.
• Good level of English.
• Must be based in or willing to relocate to Melilla, Spain.
• Willingness to work shifts, including nights and weekends.
• Strong communication skills and high attention to detail.

Nice to have

• Previous experience in the sportsbook industry.

Culture & Benefits

• Competitive and attractive salary.
• Private health insurance.
• Annual wellbeing benefit allowance.
• Regular social events for team building and networking.