Customer Support Agents

Summary

Join Patrianna as a Customer Support Specialist and deliver exceptional customer service in a fast-paced, remote environment. You will handle customer inquiries via email, live chat, and phone, resolving complaints and escalating complex issues. This role requires strong communication and problem-solving skills, along with experience in the iGaming or social casino industry. You will contribute to process improvement and meet performance goals within a metrics-driven team. Patrianna offers a competitive salary, flexible remote work, training opportunities, and growth potential within a global company.

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