Customer Support Agent

Company Overview : WOW Vegas and Rolla are cutting-edge social casinos that offers an electrifying gaming experience to players in the US and Canada. Our mission is to bring the glitz and glamour of Las Vegas directly to our players, providing a diverse range of high-quality casino games that are both fun and engaging.
We pride ourselves on creating a vibrant and inclusive community where players can enjoy a seamless and thrilling gaming adventure. We are dedicated to innovation, excellence, and the continuous enhancement of our platform

About the role :
We’re looking for a Customer Support Agent to join our team in Gibraltar.
As a first point of contact for our players, you’ll be responsible for delivering exceptional service, resolving inquiries efficiently, and maintaining a seamless experience across every interaction.  This is a shift-based role that requires flexibility and a sense of ownership. You’ll handle a variety of player inquiries across emails always ensuring empathy, accuracy, and compliance with internal procedures.

Your responsibilities:
Provide fast, accurate, and friendly support to our players via email
Investigate and resolve issues related to accounts, gameplay, transactions and bonuses.
Educate players about available features, promotions ,procedures.
Assist with KYC verification processes
Identify issues and flag them to relevant departments
Collaborate with teammates and other departments to support service-level targets

What we are looking for:
Previous experience in customer support, ideally within iGaming, is desirable but not essentialTech-savviness is preferred, especially experience with email platforms such as Zendesk, Intercom, and back-office tools
A good understanding of KYC and payment processes and tools would be an advantage
Strong written and verbal communication skills in English, with the ability to explain complex information in a clear, concise, and user-friendly manner.
Strong attention to detail and accuracy when reviewing account information, transactions, or verification documents
A proactive mindset and willingness to take ownership of player issues from start to resolution
A flexible, positive attitude and commitment to delivering a smooth and fair customer experience
Ability to work efficiently in a fast-paced, shift-based environment and handle multiple tasks at once
A team player who communicates clearly with colleagues and supports collaboration across departments