Senior Customer Support Agent (PH)

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.

To be successful in this role, you should be an excellent communicator who can earn our customers' trust and go above and beyond to offer the best solutions. As a Senior Customer Support Agent, you will play a key role in handling customer inquiries via email, live chat, and phone calls. You will also support junior team members, contribute to process improvements, and ensure best practices are followed. Our support team operates 24/7, and the successful candidate will work on a rotating schedule—including weekends and public holidays.

If you thrive in a fast-paced, rapidly growing business and enjoy delivering exceptional customer service, this is the role for you.

Areas of Responsibility

  • Serve customers by providing product and service information and resolving issues effectively.
  • Maintain customer records by updating account information accurately.
  • Resolve product or service problems by clarifying customer complaints, determining root causes, and offering appropriate solutions.
  • Recommend potential products or services based on customer interactions and needs analysis.
  • Contribute to team success by mentoring junior agents and sharing best practices.
  • Meet personal and team-based customer service targets.
  • Handle escalated customer complaints, ensuring timely and effective resolution.
  • Maintain detailed records of customer interactions, process accounts, and manage relevant documentation.
  • Follow established communication procedures, guidelines, and policies.
  • Proactively engage with customers to enhance their overall experience.

What We Are Looking For...

  • Minimum of 2+ years of experience in a customer service role within the online gambling or social casino industry.
  • Strong contact handling skills, active listening, and a problem-solving mindset.
  • Familiarity with Zendesk and high IT literacy.
  • Customer-oriented approach with the ability to adapt/respond to different personality types.
  • Excellent communication and presentation skills, with fluency in written and spoken English.
  • Proven ability to multi-task, prioritize workload, and manage time effectively in a remote work environment.
  • Experience handling escalations and providing guidance to junior support agents is a plus.

Important Requirements

  • Willingness to work flexible hours, including weekends and holidays.
  • You will need your own office setup with a self-provided laptop or PC, headset, and a reliable internet connection that meets the following requirements:
  • PC: Intel i5 4th Gen (or higher) – self-provided
  • OS Version: Windows 10 or higher
  • Internet browser: Preferably Chrome (Edge, Firefox also acceptable)
  • RAM: Minimum 8 GB
  • HDD Space: Minimum 1 GB available
  • Headset: USB headset (noise-canceling)
  • Web Camera: Required for team meetings
  • Internet: Ethernet/hardline connection with a minimum 10Mbps upload & download speed
  • Backup internet provider for reliability

Benefits

  • Competitive salary
  • Flexible and remote work setup
  • Training and career development opportunities
  • International collaboration with teams worldwide
  • Opportunity to grow within a fast-paced and rapidly expanding business