Senior Customer Support Specialist

About Us:
Our company specializes in researching online casino promotions and developing strategies our customers can follow to maximize their profit. Founded in 2016 by an Oxford University alumnus, our groundbreaking approaches have garnered media attention and widespread acclaim.

Your Role:
As a Senior Customer Support Specialist, you will manage daily operations ensuring timely and effective support to our customers. This role involves developing and implementing best practices, optimizing our help desk platform, handling complex tickets, and maintaining our knowledge bases.

Responsibilities:
- Manage day-to-day customer support operations, including emails, tickets, and live chat.
- Develop and implement customer support strategies and processes
- Handle complex support tickets.
- Set up and optimize support tools and systems.
- Create and maintain knowledge bases and support documentation.
- Analyze customer feedback and support metrics to improve service quality.
- Collaborate with other departments to enhance product features and user experience.
- Stay up-to-date on product knowledge and company policies.

Required Skills and Experience:
- Proven experience in customer support roles, preferably in a B2B SaaS environment.
- Experience in setting up customer support functions (is a plus).
- Excellent problem-solving and communication skills.
- Strong analytical and troubleshooting skills to efficiently identify, understand, and resolve issues.
- Experience with customer support software and tools, such as HubSpot Service Hub.
- Knowledge of best practices in customer support.
- Ability to work in a fast-paced startup environment.
- Availability to work US hours, split shifts, or weekends to accommodate business needs and ensure optimal coverage.

What We Can Offer:
- Competitive Salary: A competitive salary, including 13th-month pay, that reflects your skills and experience.
- Performance-Based Compensation: An attractive compensation package linked to the value you drive, providing direct rewards for your contributions.
- Work From Home (WFH) / Remote Environment: Join a close-knit, international team known for its exceptional employee retention. Our team already includes a handful of highly valued members in the Philippines that you will work alongside.

Apply Now:

We invite you to apply for this unique opportunity to contribute to the gambling technology space. If you think you are a fit for this role, we look forward to considering your application.