Job description
Customer Support Specialist
Remote | Full-Time
B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe, and we recruit the best talent globally, regardless of location.
Key Responsibilities
- Customer Interaction: Deliver outstanding service by addressing customer inquiries with professionalism and empathy across multiple channels (email, chat, phone).
- Problem Resolution: Investigate and resolve customer complaints by identifying issues, determining root causes, and implementing effective solutions.
- Escalation Handling: Manage complex or high-priority customer issues and guide junior agents through difficult situations.
- Product Insight: Recommend relevant products or services by analyzing customer feedback and usage trends.
- Customer Engagement: Go the extra mile to enhance customer satisfaction and promote brand loyalty.
- Record Management: Maintain accurate and detailed logs of all customer interactions and update customer records.
- Performance Goals: Consistently meet or exceed team KPIs and SLAs in a remote, metrics-driven environment.
- Process Improvement: Share best practices and contribute ideas to enhance customer support operations.
Qualifications
- Experience: Minimum 2+ years in a customer service role within the iGaming or social casino industry, with experience handling escalations and mentoring junior agents.
- Education: Bachelor’s degree preferred, or at least 2 years of college education.
- Skills:
- 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.
- Mindset: Customer-centric, proactive, and able to work independently without close supervision.
Technical Requirements
- PC: Self-provided laptop/PC (Intel i5 4th Gen or higher, Windows 10 or newer)
- RAM: Minimum 8 GB
- Storage: Minimum 1 GB available HDD space
- Internet: Reliable Ethernet connection with 10 Mbps upload/download speeds (plus backup connection)
- Equipment: USB noise-canceling headset and webcam for meetings
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
