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Emerise Group is a dynamic, product-driven group of companies operating in the iGaming industry. We build high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. We're looking for a Support Agent to become one of the key points of contact for our players – helping them quickly resolve issues, and making sure every interaction feels professional, clear, and human. This role is a great fit for someone who is empathetic, attentive to detail and comfortable working in a fast-paced environment where every day can bring a different challenge.

Must-Have Skills & Experience:
Minimum 0.6 year of experience in a similar Customer Support role.
English B2-C1 – excellent written English, and strong grammar. Able to provide clear concise, professional and empathetic responses.
Multitasking – ability to handle multiple customer conversations simultaneously while maintaining response quality and accuracy.
Problem-solving skills – able to identify the customer's issue, investigate it using available tools and provide an appropriate resolution or escalation.
CRM/Helpdesk experience – experience with Livechat, Zendesk, Intercom, Freshdesk, Salesforce, or similar platforms.
Shift work availability – willingness to work rotating shifts, including evenings, nights, weekends, and public holidays if required.
QA & KPI experience – familiarity with quality assurance processes and support KPIs such as CSAT, FRT, AHT, SLA, and resolution rate.
High attention to detail – especially when handling customer accounts, payments, verification, and sensitive information.

Schedule:
2/2 shift pattern.
12-hour shifts: 10:00-22:00.

Will be a plus:
iGaming experience – previous experience in IGaming, sportsbook, or gaming support.
Experience with Tier-1 customers – particularly Canada, Australia, New Zealand, Germany, or other Western European markets.
Additional languages – German, French, Spanish, Italian, Dutch, Swedish, Norwegian, Danish, or other European languages at B2C1+ level.
VIP customer support – experience working with high-value or VIP customers is a strong advantage.

Expected Duties / Tasks:
Handle customer inquiries via Live Chat and Email, providing professional, friendly, and efficient support.
Provide accurate information regarding accounts, deposits, withdrawals, bonuses, promotions, games, and product functionality.
Troubleshoot customer issues, review account and transaction history, and identify root causes.
Assist with KYC, verification, payments, account access, and technical issues in line with company procedures.
Handle complaints and sensitive cases, escalating complex issues and potential fraud, payment, security, or responsible gambling concerns to the relevant teams.
Maintain accurate CRM/ticket records and ensure customer data is handled securely and confidentially.
Meet established SLA and support KPIs, including response time, resolution time, productivity, and quality.
Stay up to date with product changes, promotions, payment methods, and internal policies, while sharing recurring customer issues and feedback with Team Leads and relevant departments.

Selling Points:
Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
Opportunity to Make a Measurable Impact: you will work closely with the Team Lead Customer Care and play a key role in improving the customer experience and shaping the future of our Support function.
Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.

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