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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!

Your responsibilities on the project will be:

• Complete a full training programme during the first two weeks.
• After training, respond to customer enquiries via chat and e-mail, including VIP support.
• Resolve customer issues and questions quickly and professionally to ensure customer satisfaction.
• Review and verify customer KYC documents according to company procedures.
• Add and adjust promotions on customer accounts as authorised.
• Monitor and handle Trustpilot reviews and escalate issues when needed.
• Process customer redemption requests and follow up until completion.

You can be part of the following team:

Customer support team – two agents work internally, Risk Fraud and Payment specialists.

Our requirements to you:

• 2+ years of Customer support and payment experience in iGaming.
• Experience in at least one of these tools: Talk Two, Zendesk, Helpdesk or any similar tool.
• Experience working with customer payment requests.
• Experience working with payment tools, such as PIQ and payment providers, will be considered an asset.
• Fluent in English.

Nice to have:

• Experience with KYC tools like Sumsub, Jumio or Veriff.

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

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.

Of course, we have a referral bonus system. So if you have a friend who likes our job opening, you can give us their telegram contact, and we in turn will thank you with a bonus if we start working with them!