Customer Support Agent (6-month Contract)

Multiple Group - Who are we?

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

As a Customer Support Agent, you will be the face of the brands you support- handling player queries via email and live chat during operational hours. You will play a key role in delivering exceptional customer service, maintaining high customer satisfaction, and ensuring a seamless player experience across our platforms. This role is available on a six-month fixed-term contract basis. 

Key Responsibilities:

• Deliver a high standard of customer support via live chat and email.
• Monitor and address customer feedback to support continuous improvement of products and services.
• Collaborate with Fraud, Payments, and Compliance teams when required.
• Support effective communication and handovers with colleagues across shifts and departments.
• Promote the values, vision, and products of The Multiple at all times.
  
• Contribute to a proactive and customer-centric working environment.
• Build and maintain positive, professional relationships with customers and team members.
• Ensure accurate documentation of customer interactions and ongoing cases.
• Maintain high levels of customer satisfaction by resolving queries in accordance with company policies and procedures.
• Act as a liaison between customers and internal departments, ensuring issues are escalated and resolved efficiently.

Requirements:

• Previous customer-facing experience within the iGaming industry (mandatory).
• Fluency in English, both written and spoken.
• Strong customer-service orientation with a genuine commitment to delivering exceptional support.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work efficiently both independently and as part of a team.
• Strong organisational skills with attention to detail and accuracy.
• Positive attitude, professional demeanour, and customer-first mindset.
• Self-motivated, adaptable, and eager to learn and develop.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Candidates must be flexible to work a rotating schedule that includes morning, mid, and evening shifts.

Nice to have:

• Proficiency in one or more additional languages.
• Experience using customer support platforms such as Zendesk or similar ticketing systems.
• Experience working within a multi-brand and/or multilingual environment.
  
• Knowledge of responsible gaming, fraud prevention, and compliance processes within the iGaming industry.
  

What we Offer:

• Attractive remuneration package
• Health Insurance
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Dog friendly workplace
• Exciting Company Events
• Monthly beer Fridays
• Eur1,000 refer a friend bonus
• One day birthday holiday
  

You should not apply if...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can`t handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.