Customer Support Agent (Crypto Casino)

Overview: We are seeking an experienced support professional for a high-capacity engagement.
B2B Agreement: Initial 1-year engagement; renewable annually for a long-term partnership.

The Role

We are seeking a dedicated and professional Customer Support Representative to be the first point of contact for our valued this role you will be a critical part of our team responsible for delivering outstanding service resolving inquiries and ensuring a seamless and positive customer experience. The ideal candidate is a proactive problem-solver with a passion for helping others and a keen eye for detail.

Core Responsibilities

1. Customer Inquiry Handling

• Respond to customer questions concerns and requests via chat email and tickets in a timely courteous manner.

• Guide customers through processes including account management gameplay deposits withdrawals and bonus inquiries ensuring clarity and satisfaction.

• Utilize support tools and knowledge bases to quickly resolve issues or provide clear helpful information.

2. Issue Resolution and Escalation

• Resolve customer issues effectively on the first interaction (FTR) whenever possible to enhance the customer experience.

• Escalate complex or sensitive issues to the Shift Leader or relevant department following defined procedures to ensure quick resolutions.

• Record and escalate player feedback on products services or improvements to contribute to overall product enhancement.

3. Adherence to Conduct and Quality Standards

• Adhere strictly to the companys Code of Conduct maintaining professionalism confidentiality and integrity at all times.

• Follow company quality standards service protocols and regulatory requirements to ensure a consistent and secure customer experience.

• Safeguard customer privacy and follow security protocols to protect sensitive information.

4. Continuous Learning and Development

• Stay updated on all product changes service updates and procedural improvements to ensure accurate and current information is provided to customers.

• Attend all required training or refresher sessions provided by the company to continuously enhance knowledge and service skills.

• Accept feedback from quality evaluations coaching and training sessions to continually improve service delivery.

5. Performance and Accountability

• Meet and exceed performance metrics including response time handling time CSAT (Customer Satisfaction) and FTR (First-Time Resolution).

• Document each interaction thoroughly and accurately in the ticketing or CRM system ensuring clear records of customer requests and resolutions.

• Report any system issues or recurring problems to the Shift Leader supporting continuous service improvements.

What Were Looking For

• 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 problem-solving abilities and a commitment to a first-time resolution mindset.

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

• A firm commitment to continuous learning and adherence to all quality and security standards.

• The ability to handle sensitive information with complete confidentiality and integrity.

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

Why Join Us

• Make a Real Impact: Thrive in a fast-paced dynamic work environment where your contributions directly influence the customer experience and product success.

• No More Commute: This is a fully remote position allowing you to work from the comfort of your own home using your device.

• Independent Contractor Role: This is a full-time independent contractor opportunity ideal for a self-motivated professional comfortable working within a structured performance-driven framework.