Customer Support Agent (Gambling)

Add Talent Solutions is hiring a Customer Support Manager for a gambling/iGaming company. The role focuses on managing daily support operations and delivering world-class customer experiences across multiple communication channels while ensuring high KPI performance and regulatory compliance.

• Deliver high-quality, timely, and professional assistance across communication channels including live chat, email, and outbound outreach (cold, reactivation, up-sell)
• Meet personal KPIs and drive continuous improvement initiatives
• Develop and optimize support processes, workflows, and internal knowledge bases to increase efficiency and service quality
• Handle complex escalations and resolve critical cases quickly in line with company standards
• Gather and analyze customer feedback and support data to identify trends, pain points, and improvement opportunities
• Ensure compliance with regulatory requirements and internal policies in all customer communications

• 1+ years of experience in Customer Support
• Proven experience in Customer Support management within iGaming, gambling, or similar fast-paced digital industries
• High level of autonomy in resolving customer requests or managing proper escalation processes
• Deep understanding of customer service KPIs, quality assurance processes, and performance management
• Data-driven mindset with ability to identify trends and turn them into improvement suggestions
• Excellent communication skills and customer-first approach
• Fast typing and proficient PC/Internet user
• Ability to manage multiple priorities and stay solution-oriented under pressure
• English B2+ level

• Competitive salary and performance-based bonuses
• Remote flexibility - work from anywhere
• International and geographically diverse team
• Professional growth with learning opportunities and clear career paths