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Сustomer Support and Payment agent at Softermii, Remote (Global)

We are looking for a Customer Support Agent to join our SweepLuxe team, specializing in customer support, risk, fraud, and payments. This role focuses on assisting players, resolving inquiries, managing payments, and ensuring a seamless gaming experience. If you have iGaming customer support experience, strong problem-solving skills, and a proactive mindset, we’d love to hear from you!

Responsibilities

• Provide daily support to the players via chat, e-mails and phone.
• Troubleshoot players’ issues and work closely with the internal team to resolve any problems.
• Deliver accurate information about products and services.
• Collaborate with other teams to provide promotional offers and inform players about new game features and events.
• Follow up and ensure a high level of customer satisfaction.
• Document all customer interactions thoroughly in the internal system.
• Act as a voice of our players, collecting their feedback and communicating it to the relevant department for continuous product improvement.
• Assisting with customer onboarding process / Requesting and checking customers KYC documents.
• Process customer payments, along with any issues that arise from the transactions.Conducting customer profile research ( bonuses, deposits, transactions, betting, wagering).

Requirements

• 2+ years of Customer support and payment experience in iGaming.
• Proven experience in customer support in Igaming.
• Experience working with tools like Talktwo and Sumsub.
• Experience working with customer payments requests.
• Experience working with payment tools, such as PIQ and payment providers, will be considered an asset.
• Fluent in English.

Nice to have:

• Experience working in Malta or Cyprus.
• Knowledge of risk and fraud prevention processes.

Who will you have the opportunity to meet during the hiring process (stages): HR interview, Tech Interview, Management interview

Why Join Us?

• Be a part of a collaborative and innovative team.
• Work on impactful projects with a global reach.
• Opportunity to take ownership and implement your ideas to drive real results.

What we can offer you:

• We have stable and highly-functioning processes – everyone has their own role and clear responsibilities, so decisions are made quickly and without unnecessary approvals.
• You will have enough independence to make decisions that can affect not only the project but also the work of the company.
• We are a team of like-minded experts who create interesting products during working hours, and enjoy spending free time together.
• Do you like to learn something new in your profession or do you want to improve your English? We will be happy to pay 50% of the cost of courses/conferences/speaking clubs.
• Do you want an individual development plan? We will form one especially for you + you can count on mentoring from our seniors and leaders.
• Do you have a friend who is currently looking for new job opportunities? Recommend them to us and get a bonus.
• And what if you want to relax? Then we have 21 working days off.
• What if you are feeling bad? You can take 5 sick leaves a year.
• Do you want to volunteer? We will add you to a chat, where we can get a bulletproof vest, buy a pickup truck or send children’s drawings to the front.
• And we have the most empathetic HRs (who also volunteers!). So we are ready to support your well-being in various ways.

A little more information that you may find useful:

• our adaptation period lasts 3 months, this period of time is enough for us to understand each other better;
• there is a performance review after each year of our collaboration where we use a skills map to track your growth;
• we really have no boundaries in the truest sense of the word – we have flexible working day, remote or office is up to you.