Customer Support Agent

Summary

Join B2Spin, a rapidly growing company, as a Customer Support Specialist! This full-time, remote position requires 2+ years of customer service experience in iGaming or social casinos, including escalation handling and mentoring. You will deliver outstanding customer service across multiple channels, resolve complaints, manage complex issues, and recommend products. Maintain accurate records, meet performance goals, and contribute to process improvements. A Bachelor’s degree is preferred, and proficiency in Zendesk and strong communication skills are essential. B2Spin offers a competitive salary, flexible remote work, training opportunities, and growth potential.

Requirements

• Minimum 2+ years in a customer service role within the iGaming or social casino industry, with experience handling escalations and mentoring junior agents
• Bachelor’s degree preferred, or at least 2 years of college education
• Proficient in Zendesk and general IT systems
• Strong communication and presentation skills in English (written and spoken)
• High emotional intelligence and the ability to adapt to a variety of personalities
• Exceptional multitasking, prioritization, and time-management skills
• Customer-centric, proactive, and able to work independently without close supervision
• Self-provided laptop/PC (Intel i5 4th Gen or higher, Windows 10 or newer)
• Minimum 8 GB
• Minimum 1 GB available HDD space
• Reliable Ethernet connection with 10 Mbps upload/download speeds (plus backup connection)
• USB noise-canceling headset and webcam for meetings

Responsibilities

• Deliver outstanding service by addressing customer inquiries with professionalism and empathy across multiple channels (email, chat, phone)
• Investigate and resolve customer complaints by identifying issues, determining root causes, and implementing effective solutions
• Manage complex or high-priority customer issues and guide junior agents through difficult situations
• Recommend relevant products or services by analyzing customer feedback and usage trends
• Go the extra mile to enhance customer satisfaction and promote brand loyalty
• Maintain accurate and detailed logs of all customer interactions and update customer records
• Consistently meet or exceed team KPIs and SLAs in a remote, metrics-driven environment
• Share best practices and contribute ideas to enhance customer support operations

Benefits

• Competitive salary
• Flexible and fully remote work environment
• Opportunities for training and career development
• Potential for growth within a global and rapidly expanding company