The Role
We’re hiring a Customer Support Representative to be the friendly, knowledgeable first point of contact for players seeking clear guidance on India-focused online casino topics. You’ll help users understand how to navigate reviews, compare bonuses, interpret wagering requirements, and make informed, responsible decisions. Your mission is to respond quickly, explain clearly, and escalate smartly—delivering high-quality support that builds trust and keeps users coming back.
In this role, you’ll handle inbound questions across email and live chat, plus occasional social channels. You’ll translate complex concepts—bonus terms, game categories, payout timelines, payment methods, and safer-gambling tools—into plain language tailored for Indian audiences. You’ll log insights methodically, surface recurring issues, and collaborate closely with content and product teams so users get consistently accurate information and a smooth experience.
Responsibilities
- Respond promptly to user inquiries via chat and email, maintaining friendly, clear, and professional communication throughout each interaction.
- Guide players through reading casino reviews, understanding bonus structures, comparing payment options (including UPI, wallets, and bank transfers), and finding relevant how-to content.
- Explain policies around wagering requirements, game eligibility, payout speeds, and verification steps in a simple and non-technical way.
- Document tickets with precise notes, tags, and categories to support analytics, trend discovery, and workflow improvements.
- Escalate issues that require editorial, compliance, or technical input, following defined SLAs and handoff protocols.
- Capture feedback and recurring questions to help editorial improve FAQs, glossaries, and comparison tables.
- Promote responsible play by signposting safer-gambling resources, limit-setting features, and age-appropriate guidance.
- Contribute to knowledge base articles, saved replies, and internal SOPs to standardize high-quality responses.
Requirements
- Experience in customer support or community operations, ideally within online gaming, fintech, or another regulated, detail-oriented domain.
- Outstanding communication skills in English: concise writing, active listening, and an empathetic, solution-focused tone.
- Familiarity with the online gambling industry and a readiness to learn India-specific nuances (payment flows, device habits, and common player questions).
- Tech comfort with helpdesk tools, tagging systems, canned responses, and basic analytics dashboards.
- Problem-solving mindset with excellent judgment on when to troubleshoot independently and when to escalate.
- Time management across multiple chats and emails while meeting response-time targets and quality standards.
- Bonus points for knowledge of cryptocurrencies, basic KYC/verification concepts, and social support etiquette.
What Success Looks Like
- Fast, accurate responses that reduce back-and-forth and raise first-contact resolution.
- High CSAT driven by clarity, empathy, and proactive guidance.
- Consistent documentation that reveals trends and informs editorial updates, improving self-serve discovery for future users.
- Effective collaboration with content, product, and compliance to keep information aligned, current, and trustworthy.
Tools & Processes
You’ll work within a modern support stack that may include a ticketing system, live chat, internal knowledge base, and collaborative docs. You’ll follow clearly defined SLAs, use smart macros to keep tone consistent, and propose new saved replies when you spot repeated questions. You’ll also help review and refine public-facing FAQs to reduce support load while improving user outcomes.
Growth & Development
This role offers a clear path to senior support, training, or operations responsibilities. As you master the knowledge base and refine workflows, you may take on queue ownership, quality assurance, onboarding, and process design projects. Your insights will directly influence content updates and UX improvements used by thousands of readers.
Work Arrangement
This is a remote position with schedule alignment to support Indian user activity. We value documentation, punctuality, and respectful, transparent communication. Flexibility is important—but so is reliability: you’ll manage your queue with care, hand off cleanly at the end of your shift, and keep stakeholders informed about emerging issues.
What We Offer
- A people-first culture that values clarity, empathy, and continuous improvement.
- Fully remote work with the autonomy to structure your day for focus and impact.
- Competitive compensation commensurate with experience, plus opportunities to expand into training and operations.
- A mission-driven environment that champions accurate, responsible, and user-centric information.
How to Apply
Share a brief note about your most relevant support experience, links or examples that showcase your tone and problem-solving, and one paragraph on how you would explain wagering requirements to a new player. Include your earliest start date and notice period. Please submit via our careers inbox with the subject line: Customer Support Representative – Application.