Customer Support Agent

Location: Fully Remote Philippines - Shifting Schedule

Are you a seasoned support professional who excels in remote environments Do you bring a professional-grade home office setup and the self-discipline required to thrive in an independent contractor off-site role

We are looking for a Customer Support Agent to be the face of our brand solving complex user challenges and ensuring every interaction is a this role you wont just answer tickets; you will be a customer advocate an expert problem-solver and a key contributor to our users success

Key Focus Areas:

Service & Communication
Resolve inquiries via chat email and tickets with speed and professional empathy.
Guide users through account management gameplay and financial transactions.
Utilize internal knowledge bases to provide accurate real-time information.

Resolution & Feedback
Prioritize First-Time Resolution (FTR) to maximize customer satisfaction.
Escalate complex cases to Shift Leads and report player feedback for product improvements.
Identify and document recurring system issues or technical bugs.

Compliance & Security
Adhere to strict security protocols and the Code of Conduct to protect sensitive data.
Follow regulatory requirements and service standards to ensure a secure environment.
Maintain total confidentiality and professional integrity in every interaction.

Performance & Growth
Exceed performance targets for CSAT response times and resolution accuracy.
Maintain precise CRM documentation for all customer interactions.
Stay updated on product changes and apply coaching feedback to refine service skills.

Requirements:

• Proven experience in a customer-facing role (e.g. customer support technical support)

• Excellent written and verbal communication skills with a professional and empathetic tone.

• Strong analytical abilities and a commitment to a first-time resolution mindset.

• High attention to detail and accuracy especially in documenting interactions.

• The ability to handle sensitive information with complete confidentiality.

• Comfortable working in a performance-driven environment using workforce analytics software (e.g. Hubstaff) to track productivity.

• Highly Preferred: Knowledge of or experience with online casino/gaming platforms. Independent contractor experience with remote work experience and work setup.

Why Join Us

• Youll make a real impact here working in a fast-paced environment where your daily contributions directly shape the customer experience and the success of our product.

• Forget the commute for good. This is a fully remote position that allows you to work from the comfort of your own home using your own device.

• We believe in objective growth. Youll work within a structured performance-led framework where your hard work is recognized through clear measurable metrics.