Specialist - Customer Service

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Specialist - Customer Service based in Canada.** This role is an opportunity to become a trusted point of contact for customers using digital gaming and entertainment platforms. You’ll manage a broad range of questions involving accounts, payments, verification, promotions, betting, and general support. Working across chat, email, social media, and voice, you’ll deliver responsive and personalized service across multiple channels. You’ll take ownership of customer issues, aiming for first-contact resolution and positive outcomes. The environment is fast-paced and metrics-driven, with a strong emphasis on quality, compliance, adaptability, and teamwork. Comprehensive training and continuous development will help you build your knowledge of products, systems, and responsible gaming practices. This is a strong fit for a customer-focused professional who enjoys learning, solving problems, and making every interaction count. ### Accountabilities - **Customer service:** Deliver high-quality support across calls, live chat, email, social media, and other customer contact channels, addressing questions and concerns professionally and efficiently. - **Issue resolution:** Take ownership of customer requests involving accounts, payments, verification, promotions, betting, and general information, working toward first-contact resolution whenever possible. - **Customer relationships:** Build meaningful relationships through a consultative and empathetic approach, understanding customer needs and creating positive outcomes for both customers and the business. - **Performance & compliance:** Meet or exceed quality standards, productivity targets, service expectations, and applicable regulatory requirements. - **Platform support:** Navigate internal systems and applications effectively to resolve issues and help customers get the most from online and mobile platforms. - **Policy adherence:** Follow established policies, procedures, responsible gambling principles, and regulatory requirements while identifying opportunities to improve the customer experience. - **Adaptability:** Reprioritize effectively as customer volumes, business needs, processes, and priorities change. - **Team collaboration:** Work closely with colleagues and supervisors, providing support across different areas and remaining flexible in day-to-day responsibilities. - **Continuous learning:** Build knowledge of products, services, systems, and processes through training and ongoing development. ## Requirements - **Customer service experience:** At least 2 years of experience in a customer-facing, multi-channel service environment. - **Communication:** Excellent interpersonal, verbal, and written communication skills, with the confidence to interact positively with customers in challenging situations. - **Customer mindset:** Empathetic, curious, humble, flexible, and genuinely motivated by helping and guiding customers. - **Problem-solving:** Strong critical, analytical, and forward-thinking abilities, with excellent attention to detail and a practical approach to resolving issues. - **Multitasking:** Comfortable working in a fast-paced, metric-driven environment while efficiently navigating multiple systems and priorities. - **Technology:** Strong computer literacy and the ability to learn new software and processes quickly; familiarity with Microsoft Outlook, Word, and Excel is preferred. - **Adaptability:** Willingness to continuously learn, adjust to changing processes, and proactively maintain awareness of policies and procedures. - **Industry knowledge:** Knowledge of sports betting, casino, or professional sports is an advantage but is not required. - **Language skills:** Bilingual English/Spanish communication skills are preferred. - **Schedule flexibility:** Availability to work flexible hours as required by customer operations. - **Remote-work readiness:** Ability to work effectively in a hybrid/remote environment, with a private and quiet home workspace and an internet connection of at least 25 Mbps. - **Regulatory requirements:** Willingness to obtain any applicable gaming license required as a condition of employment. ## Benefits - Competitive pay. - Medical, dental, and vision coverage options. - Employee discounts. - Advancement and career development opportunities. - Comprehensive training and continuous learning support. - Opportunity to contribute to a best-in-class customer experience in a growing digital environment. - Startup-style culture supported by a secure, globally recognized brand. - Inclusive workplace that encourages employees to bring their authentic selves and perspectives to work.