Offer summary

Qualifications:

Minimum 2+ years in a customer service role, preferably in the iGaming or social casino industry., Bachelor’s degree preferred or at least 2 years of college education., Proficient in Zendesk and strong communication skills in English, both written and spoken., High emotional intelligence and exceptional multitasking abilities..

Key responsibilities:

Deliver outstanding service by addressing customer inquiries via email, chat, and phone.

Investigate and resolve customer complaints, identifying issues and implementing solutions.

Manage complex customer issues and guide junior agents through difficult situations.

Maintain accurate logs of customer interactions and consistently meet team KPIs.

Job description

Customer Support Specialist

Remote | Full-Time

At Patrianna, we’re seeking a dedicated Customer Support Specialist who thrives in a fast-paced, evolving environment and is passionate about delivering exceptional customer service. This role is ideal for someone highly communicative, resourceful, and driven to exceed customer expectations. As part of our 24/7 global support team, you’ll handle customer inquiries via email, live chat, and phone while contributing to the success and growth of our team.

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

About Patrianna

Patrianna is a rapidly growing product development company headquartered in Gibraltar, working to revolutionize the social casino gaming industry. We prioritize innovation, quality, and customer satisfaction, driven by a team of talented professionals from around the globe. If you're eager to contribute to a dynamic team and grow your skills in an international setting, Patrianna offers an unparalleled opportunity for professional advancement.

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